Customer Engagement Lead
2 weeks ago
My client is a fast growth series A funded fintech in the North West. They have an international presence but being HQ in Manchester they are keen to support growth of the Ecosystem.
They are working across the Ecosystem to improve SME’s access to banking, financial services and access to financially savvy tools to make their lives easier. My client currently works with 20 leading international banks accessing thousands of SME businessesby providing banking platforms which are quick/efficient and innovative
As they grow we are now on the look out for customer engagement individual who can focus on end user (SME) businesses to really understand what they need, how my client can develop and grow our portfolio of businesses.
Culturally they are 2nd to none Award winning for the employee first approach which has attracted an industry leading team which you could be apart of
**Responsibilities for the Customer Engagement Lead**
- Be passionate about the end customer, understand the SME needs and remain focus of all our efforts
- Contribute to and execute the customer engagement strategy, which is aligned to the customer acquisition plan. Great opportunity to help build this alongside the head of operations
- Work with marketing colleagues to design campaigns suitable for SME businesses - focused on content and how we attract and grow relationships
- Develop, Test, Learn against customer segments, which will be relevant in content, channel and territory
- Ensure all campaigns and communications are accurately personalised when referencing the Small Business and the brand of our service they consume
- Implement automation based upon triggers
- ensuring a regular but relevant line of communication
- Ensure all collateral is produced in line with relevant regulations and guidelines
- Report regularly and proactively to ensure the business is aware of progress at all time
- Always put exemplary customer service first, in every aspect of the role
- Identify areas of improvement within the product from feedback gathered from customers
- Responsible for reporting back to partners the success of the product
**Requirements for the Customer Engagement Lead**
- Ideally a previous background with Content related marketing as will work closely to product new customer marketing
- Confident individual who is happy to liaise with customers day to day
- Competent working with the team to conduct market research to ensure consistent product development
- Tech/financial services background is desirable not essential
- Passionate about our customer, understand the SME needs and able to remain focussed
- A team player, our team is important to us, we work together on our common goal
- Adaptable. Small Business owners have to adapt to new challenges every day, if we are to support them well, we must adapt too.
- Driven. There is a lot to do, but you will be given the space and the tools to get it done
- Collaborative, back to our ethos of team effort
- Curious. To serve Small Businesses well we need to understand the challenges they face, finding appropriate ways to speak to our customers will always intrigue you.
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