Marketing & Campaigns Business Retention Manager

Working Pattern: Our work style is hybrid, which involves spending at least two days per week, or 40% of our time, at one of our office sites

About This Opportunity

Cash Management & Payments (CM&P) in Business and Commercial Banking (BCB) provide a diverse range of everyday banking services including Payments and Accounts and Deposit products to small and medium sized businesses, as well as Corporate and Institutional Banking (CIB) customers.

CM&P has received significant investment in recent years and continues to do so, demonstrating its strategic importance to the Group. The Team currently runs a portfolio of around 30 products, with continual enhancements to these, and the services we offer our customers.

Our ultimate objective is to improve the customer experience resulting in greater retention of the client base and deepening the relationship with our customers by building relational digital engagement and value, increasing product holdings and relationship longevity, supporting our objective of being the best bank for businesses.

We’re seeking a new Marketing & Campaigns Business Retention Manager to join our newly formed Retention and Growth Team.

To achieve our aspirations, candidates will need to work in a collaborative and coordinated way that ensures a positive client and colleague experience, working in conjunction with product teams, Coverage, Sales, Delivery, Legal, Brands & Marketing, Channels, Data Science, Portfolio Analytics and Risk amongst other key partners.

The role would suit bold and motivated individuals with a growth mindset, looking for their next challenge to play a crucial role in the growth and digital ambitions of the bank. It'll especially suit candidates with a commercial marketing proficiency and know how, and the skill to effectively communicate with and engage clients with timely content, in the right place and at the right time. In essence, you'll make banking exciting and drive value for our customers, by influencing the way we communicate with them!

Responsibilities:

• The jobholder will be responsible for working primarily and closely with Brands & Marketing, in developing and implementing a roadmap of CM&P specific marketing campaigns and life cycle messaging that aims to build improved relationships digitally, retain and grow LBG’s existing customer base.
• This will require using customer data, our customer understanding and insights to create targeted and personalized messages and offers that encourage loyalty, satisfaction, and increasing awareness of LBG’s services for new and existing customers (as measured by uptake, CSAT and NPS and other relevant indicators on effectiveness)
• This will be through the use of various marketing channels, such as email, branch, web, platforms, social media, notifications, SMS etc to reach and engage LBG BCB customers
• Working collaboratively to deploy insightful Thought leadership content to different audiences and on a regular basis
• Influencing MVP test and learns to scale-up launches
• Finally, establishing metrics and desired outcomes, monitoring and measuring the performance or impact of campaigns and reporting this to key partners will be a crucial part of the role

Why Lloyds Banking Group

We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.

What You’ll Need

• Experience in developing and implementing digital marketing campaigns for growth and retention, across various channels, such as email, web, social media, and landing page optimization, especially in the financial services industry.
• Ability to analyse customer data/marketing outputs and find opportunities for retention, cross sell, and upsell of existing products and services, as well as positioning of value added services
• Creativity and innovation in designing and delivering relevant, engaging and personalized marketing messages and offers that resonate with target audiences and drive business results.
• Proven track record of setting up customer lifecycle communications across the entire customer journey
• Experience in building loyalty programmes in an enterprise level business
• Ability to build advocacy and word of mouth including reviews and ratings programmes
• Knowledge of wide range of tactics including newsletters, webinars, events and more
• Content marketing skills with ability to drive content to inform, educate and convert
• Strong influencing, collaboration and coordination skills with internal and external partners, including account managers, sales teams, product managers, vendors, and agencies, to deliver solutions.
• Strong analytical and problem-solving skills, with the ability to interpret, validate trends and communicate complex data in a clear and concise manner.
• Knowledge of banking products and services, customer segments, and market trends. Fintech or digital banking marketing experience would be beneficial

About Working For Us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms. We want our people to feel that they belong and can be their best, regardless of background, identity or culture. We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

 And it’s why we especially welcome applications from under-represented groups. We’re disability confident. So if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual performance-related bonus
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies