|Job Title:||Channel Market & Planning Manager|
|Description:||Channel Market & Planning Manager - Northampton, Northamptonshire
Our client was founded in 1966 and is the leading credit card provider in the UK with 8.4 mln customers. 1 in 5 credit cards in the UK are issued by our client.
To provide qualitative insights, brand & customer experience consultancy for the company across all three directorates (Commercial Cards, Card Acceptance, Partnerships).
Deliver customer satisfaction measures of 70+tbc as stated in the Board contract.
To implement and evaluate the commercial impact of brand & customer experience initiatives. Delivering a cost benefits and generating income to achieve STP targets.
To control, manage and measure the return on investment for the Cluster/ Group brand eta of £1.5million.
To manage a team of 2 insights, brand and customer experience managers & all external third parties (agencies) to implement all brand & customer experience initiatives.
To manage and own the working relationships with key internal and external stakeholders.
To support Head of Marketing Services in leading, motivating and developing the team.
Deliver qualitative insights to inform MTP & STP, including NPD activities on behalf of three commercial directorates. Insights to include; market reports, competitor, customer behavioural, customer satisfaction, product and brand.
Manage the cluster eta of £1.5million to leverage value & ensure our insight requirements are met including the co-ordination of all behavioural research requirements. Work with the Cluster team to execute in the most cost efficient manner using the most robust methodologies. Measure the value of our investment.
In conjunction with the Cluster team, deliver a brand strategy for the company to realise its UK and International objectives. Understand how the company brands align to the Group Brand architecture.
Manage the Cluster eta of £1.5million to ensure we receive brand strategy support to build the company as ‘the brand of choice’ in the B2B card payments market in the UK and in line with our international strategy. Agree brand health measures and tracking for Board reporting purposes. Leverage synergies with Business Banking.
Execute brand-led activities including, vision, positioning, atl, visual identity development and tone of voice.
Support the product team to ensure that any NPD follows the cluster NPA process.
Provide educational support across the wider business to educate all customer facing personnel on improving the brand & customer experience.
Customer Experience/Strategy 30%
Lead & manage the insights function to produce qualitative insights that drive business strategy.
Identify and deliver initiatives that directly contribute to our customer satisfaction targets.
Manage via the cluster team the appropriate methodologies to execute customer satisfaction measures across 3 commercial directorates.
Using insights and value metrics execute customer experience improvements across the customer lifecycle on behalf of three directorates & Market Services. Ensure the improvements align to the brand strategy & generate a customer satisfaction improvement and/ or commercial impact.
Deliver effective management of risk, governance, compliance and control issues within the team, ensuring all direct reports are aware of and adhere to their individual responsibilities in these areas. Including:
Quarterly Marketing Opco for activity & spend sanction
Legal & Compliance
Budget management & external third party engagement
Establish, deliver and communicate on an ongoing basis, the brand governance, procedures and policy to ensure a consistent brand experience for clients.
Responsible for GRIP processes, controls and incident reporting.
To act as a challenger to non-brand enhancement initiatives across the business.
Internal & External Stakeholder Management 10%
Support the Commercial Directorates and their teams with insights, brand and customer experience improvements.
Develop strong relationships with the Cluster team and clearly define roles, responsibilities & SLAs for support services.
Establish relationships with key external third parties in conjunction with the Cluster team to ensure they understand the company; BBH, Walker Media Interbrand, external research agencies.
Work with colleagues across the function to integrate and align communications plans and key messages.
Contribute to the development of a strong high performance culture within the Marketing and Communications function, which positions the company as the Employer of Choice for Communications/Marketing professionals.
Manage HR related issues; PDPs, talent management, holiday, sickness etc.
Use of insights tools.
Brand management principles and proprietary tools.
Knowledge and Expertise (relating to specialist knowledge and expertise required to undertake the role. May include knowledge of the Bank’s products, services and policies)
Strong working knowledge/experience of:
Insight tools and analysis, including, competitor, market, behavioural, brand.
Customer satisfaction development.
Brand strategy development.
Product/ proposition development understanding.
Experience, qualifications and other requirements specific to the role
Satisfies the FSA criteria for an approved person, both initially and ongoing
8 years in a marketing, at least two spent working in an insights function.
Delivering customer journey & experience improvements in a service orientated brand.
Marketing degree or CIM.
Brand strategy management and atl execution
Key Issues over the next 12-24 months
Continue to drive the team agenda based on the points highlighted in the accountabilities.
Development of a clear brand strategy for the company which underpins Groups objectives
Develop a leading competitor and customer insight team which delivers benefits across the whole business in a consistent manner.
Define & agree roles, responsibilities and SLAs between SBU & Cluster teams.
Additional details of exceptional aspects of the demands of the role
Relevant external industry experience would be an advantage.
Barclays Values: of particular importance to this role
Seeing the world through our customers eyes.
Great leadership & team work.
Delivering on our promises.
High performance & great behaviours driving exceptional rewards.
Respect, trust & honesty.
Additional critical qualities:
Strong negotiation & presentation skills.
Demonstrable customer centricity.
Able to multi-task under sustained periods of pressure whilst maintaining high delivery quality.
|Salary Range:||£40000 - £65000/annum bonus, p|
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