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Marketing Customer Communications Executive

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Marketing Customer Communications Executive

About our client:

Our client is one of Europe’s most innovative payment and banking solutions companies, which has been successfully pursuing a commitment to challenging the status quo of traditional banking. We’re a fast growing, award winning and exciting company offering a number of different product types (Debit/Prepaid, Currency and Credit) to individuals, small to medium businesses, and local government.

Through a combination of deep market knowledge, a track record of innovative “firsts” and a highly experienced management team,the company has grown a reputation for providing tailored and effective payment solutions that extend far beyond its roots as a prepaid card provider. As such, we’ve already processed over £2 billion in payments, issued nearly 1.2 million cards and more than doubled our profits year on year over the past three years.

Job Purpose/Summary:

Our client is looking for the right person to develop into and over time take on the responsibilities outlined in the job description below. The key attributes of a successful candidate are:

possess an enthusiasm, willingness and high capacity to learn, and over time become self-reliant

exhibit flexibility and openness to initially take on, then ultimately in conjunction with their Line Manager further develop the role and corresponding processes described below:

Have a high level of personal discipline and accuracy of work

Can demonstrate and exhibit accountability with emphasis on ownership of campaigns, timings and delivery

Support the management of customer communications across offline and online channels; management of our product set, ensuring consistent, accurate and effective communication across multiple customer touch points and throughout the customer journey. Scope includes Consumer and Corporate Prepaid Products, as well as oversight of Credit activity. Working with relevant internal teams and 3rd parties to review existing marketing collateral; identify collateral that needs to be updated with a view to enhancing the customer journey, product positioning and effectiveness of all external communications. As part of this, the role holder will be expected to manage the communications matrices, internal marketing documentation and compliance.

Main responsibilities:

•Support the Marketing sign off processes to ensure that the right framework is being followed for the development of all marketing communications, including but not limited to; sign off sheets, version control, mapping correct process, brand guidelines and ensuring effective workflow management tools are in place

•Ensure all customer collateral is compliant, accurate and meets the brief for that specific customer communication

•Ensure the correct product positioning, tone of voice and language is used in all communications across consumer, corporate and credit

•Includes application, acquisition, conversion and existing customer marketing for both online and offline channels

•End to end review of all customer communications for consistency, accuracy, tone of voice and product positioning

•Identify, recommend and prioritise enhancements to customer comms journey

•Work with creative and copy teams to develop briefs and implement changes to customer communications in a timely and efficient manner

•Implement changes cross functionally across multiple channels

•Manage the customer communications library and matrix to be kept up to date at all times both offline and online

•Become the champion for effective marketing communications best practice across the organisation, and ensure marketing team keeps the appropriate documentation up to date for effective cross-training internally and company wide

Essential Skills:

•Graduate Calibre or equivalent
•Excellent verbal, written communication and interpersonal skills
•1yr+experience working within financial services

Desirable skills:
•1yr+ experience in offline and online marketing communication

•1+ years’ experience successfully designing, implementing and analysing marketing campaigns, on-time, to budget

•1 year+ writing creative briefs and working with a creative agency on developing effective communications

• Knowledge of relevant regulatory and legislative environment
• Experience of managing third party suppliers and channels
• Experience working in other financial services companies marketing departments

Key Performance Indicators:

•Accurate and on time campaign delivery
•90% first time right

Job related Competencies:

•Ability to manage multiple deadlines/projects
•Highly organised and capable of leading others within same team to follow core processes
•Able to understand new processes and tasks quickly and accurately
•Puts the customer first from both a user experience and fairness perspective
•Use data to enhance performance of existing communications

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