CLM Optimisation Manager

Join us as a Customer Lifecycle Management Optimisation Manager, where you will focus on driving early engagement with new customers during the critical first 90 days of their relationship with us. Your day-to-day will involve defining and measuring success metrics, using data and insights to assess performance, and tailoring communications through customer personas. You will explore how best to engage customers across various channels—such as email, in-app banners, and colleague prompts with the goal of increasing product adoption and deepening customer relationships.

To be successful as a Customer Lifecycle Management Optimisation Manager, you should have the following experience:

• Stakeholder management – collaborating with stakeholders up to Director level.
• Proven ability to develop tailored, multichannel communication strategies aligned to customer segmentation and designed to drive engagement through targeted messaging and impactful engagement plans.
• Excellent analytical skills - adept at identifying trends, extracting meaningful insights, and effectively presenting findings to inform strategy and decision-making.

Some other highly valued skills include:

• Experience applying behavioral science principles to drive positive customer outcomes.
• Expertise in optimisation through A/B testing – designing, executing, and analysing experiments to enhance performance and improve customer experiences.
• Innovative use of AI to enhance customer experiences, optimise strategies, and drive smarter, data-led decision-making.

You may be assessed on the key critical skills relevant for success in role, such as risk and controls, change and transformation, business acumen strategic thinking and digital and technology, as well as job-specific technical skills.

This role will be based in London, Glasgow, Manchester or Northampton.

Purpose of the role

To define customer objectives, analyse customer data, develop a testing plan, customer triggers and next best action communications to drive revenue growth through customer engagement, growth, and retention

Accountabilities

• Development of a comprehensive CRM strategy aligned with overall business objectives.
• Implementation of marketing automation processes to streamline and personalise customer communications.
• Customer needs assessment through research and data analytics to derive insights into customer behaviour and develop segmentation to tailor marketing activity to different target audiences, as needed.
• Development of plans and strategies for each customer segment, including setting of goals, communications, set up of triggers and measurement approach s, and regular review of progress.
• Selection, implementation and optimisation of CRM technology to meet business needs, where relevant.
• Collation of client feedback and insights to understand their evolving needs and preferences, leveraging data and analytics for the identification of trends and opportunities for improvement, if required.
• Maintenance of client records, including account information, interactions, and documentation, where appropriate.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• If the position has leadership responsibilities, People 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.
• OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

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.