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![Interactive Investor](https://media.trabajo.org/img/noimg.jpg)
Senior Growth Manager: Retention
2 months ago
Description
WHO WE ARE:
interactive investor is an award-winning investment platform that puts its customers in control of their financial future.
We’ve been helping investors for over 25 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £70 billion and over 400,000 customers.
For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 40,000 UK and international investment options, including shares, funds, trusts and ETFs.
We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.
WHAT WE STAND FOR:
It’s simple … we want our customers to feel confident and in control, for interactive investor to go from strength to strength, and for ii to be a workplace where we can all thrive. Our customer-driven approach and bold values sit at the heart of this. We are honest, straight-talking, and transparent with our customers and our colleagues. We are decisive and take ownership of what we say and deliver. We are ambitious and passionate about what we believe is right for our customers, our teams, ourselves, and interactive investor.
PURPOSE OF ROLE:
Reporting to the Head of Commercial Growth & CRM, this role forms an important part of the Commercial Growth Team at interactive investor. The Commercial Growth Team is responsible for achieving our acquisition, activation, engagement and customer retention objectives.
The Senior Growth Manager: Retention will take ownership for our retention performance, leading the development and implementation of campaigns and activities which deliver on them.
Requirements
KEY RESPONSIBILITES:
• Own and drive customer retention performance
• Monitor performance of our KPIs and ensure the Commercial team and wider business understand the ‘why’ and what actions we are taking or support we need to improve
• Production of daily, weekly and monthly progress reports.
• Develop and implement offers, campaigns and activities designed to improve customer retention.
• Manage and optimise ROI on customer retention activities
• Work with channel owners across the Commercial team to deliver multi-channel communication plans to our customers
• Work with Product, Tech and Operational teams to ensure effective delivery of initiatives such as seasonal campaigns or marketing offers
• Influence wider business roadmaps to ensure they align with customer retention priorities
• Work with our Analytics and Research teams to improve our reporting and understanding of performance and customer sentiment
• Maintain the first line of Risk/Compliance defence by ensuring individual adherence to business processes and procedures that are designed to meet the regulatory standards set out in the relevant FCA rules and guidance.
• Make informed risk decisions and effectively and credibly debate and challenge management recommendations within your role in line with the approved Risk Management Framework.
• Maintain the first line of defence by reviewing/supporting the risks and controls assigned to the department.
Candidate requirements • Marketing and/or Commercial experience within an online environment.
• Strong understanding of data
• Customer centric approach
• Stakeholder relationship building skills
• Analytically minded and data driven
• Excellent attention to detail.
• Excellent communication skills with the ability to explain and deliver insights and recommendations.
• Methodological way of working and ability to cope with competing demands and prioritise tasks accordingly.
• Good problem solver, able to respond quickly to changing business needs is essential
• Knowledge of the regulatory environment and associated risks that require managing
• Experience in FS industry in desired but not expected
• Knowledge in FCA guidelines a plus
Conduct rules The FCA Conduct Rules underpin how we act as an organisation and are essential in any role at ii:
• Act with integrity
• Act with due skill, care and diligence
• Be open and cooperative with the FCA, PRA and other regulators
• Pay due regard to the interests of customers and treat them fairly
• Observe proper standards of market conduct