Head of Customer Content and Engagement

We’re seeking a dynamic and strategic leader for the role of Head of Customer Content and Engagement. This director-level position will be responsible for the creation, implementation, and continuous improvement of all customer content and engagement strategies for our digital investing service, Smart Investor, and play an influential role in the business’ leadership team.

**Purpose of the role**

To identify and capitalise on business opportunities, expansion of the customer base, relationship management, and driving of revenue growth.

**Accountabilities**
- Execution of market research and analysis to support the identification of potential opportunities, market trends, and customer needs, to develop strategies for business growth.
- Identification of leads through various channels such as networking, referrals, cold calling, and attending industry events.
- Management of existing client relationships to understand their needs and identify opportunities for cross-selling or upselling banking products and services.
- Development and execution of strategies to acquire new business and expand the customer base, including preparation of proposals, presentations, and negotiation of contracts.
- Collaboration with product managers, credit analysts, product specialists, operations, and other internal stakeholders to ensure seamless delivery of products and services to clients.
- Forecasting of sales targets and tracking progress against goals, including regular reports on business development activities, pipeline status, and sales performance to management.
- Contribution to the development of business development strategies and initiatives to drive revenue growth and achieve business objectives.

**Director Expectations**
- Provide expert advice to senior functional management and committees to influence decisions made outside of own function, offering significant input to function wide strategic initiatives.
- Manage, coordinate and enable resourcing, budgeting and policy creation for a significant sub-function.
- Escalates breaches of policies / procedure appropriately.
- Foster and guide compliance, ensure regulations are observed that relevant processes in place to facilitate adherence.
- Focus on the external environment, regulators, or advocacy groups to both monitor and influence on behalf of Barclays, when appropriate.
- Demonstrate extensive knowledge of how the function integrates with the business division / Group to achieve the overall business objectives.
- Maintain broad and comprehensive knowledge of industry theories and practices within own discipline alongside up-to-date relevant sector / functional knowledge, and insight into external market developments / initiatives.
- Use interpretative thinking and advanced analytical skills to solve problems and design solutions in often complex/ sensitive situations.
- Exercise management authority to make significant decisions and certain strategic decisions or recommendations within own area.
- Negotiate with and influence stakeholders at a senior level both internally and externally.
- Act as principal contact point for key clients and counterparts in other functions/ businesses divisions.
- Mandated as a spokesperson for the function and business division.

All Senior Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L - Listen and be authentic, E - Energise and inspire, A - Align across the enterprise, D - Develop others.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship - our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset - to Empower, Challenge and Drive - the operating manual for how we behave.