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Existing Customer Value Manager

In a nutshell

You’ll lead a robust existing customer programme across Savings. Your role is crucial to managing the end-to-end customer lifecycle across Savings to keep the customer meaningfully engaged, sustain profitable relationships across different customer segments, and capture the full potential of the portfolio through various value-driving programmes.

What you’ll be doing

• Developing a lifecycle-based, existing customer management strategy by collaborating closely within the Savings team and with other teams including Operations, Marketing and Finance.
• Leading value-based customer segmentation to promote development of segment-level initiatives.
• Conducting thorough customer-level analysis to understand profitability and behaviour dynamics, identifying priority areas of focus for customer treatment. You’ll own customer-level profitability metrics.
• Managing customer retention and win-back strategies, working closely with the Operations team to operationalise an effective retention programme, both on reactive and pre-emptive bases. You’ll implement a data-driven, multi-channel retention approach and retention feedback loop to improve products and processes.
• Leading Balance Build programmes across the existing customer portfolio, through scoping, development and implementation of line management actions.
• Driving Savings account usage through tactical savings promotions and trigger-based actions, along with longer term change to product propositions and marketing platforms.
• Leading initial account funding/activation and inactive base management, through a continued communication and engagement cycle.
• Working closely with the Operations team to optimise portfolio programmes such as opening, funding, account transfer, ‘goneaway’ and inactivity management programmes.
• Identifying and implementing initiatives to improve overall Bank and Group profitability of Customer, through cross-sell and increased in-store activity.
• Developing a structured test-and-learn campaign management process and tracker, working closely with Marketing, to continuously feed in to all existing customer marketing activities.
• Monitoring all customer-level KPIs including forecasting and performance tracking. You’ll provide input into the financial planning process and will proactively address risks and opportunities.

What you need to know and show

• Experience in an analytical and commercial role within Financial Services, preferably in Savings.
• Extensive experience in delivering customer engagement and development programmes.
• Experience with P&L management
• Ideally you have experience using SAS or SQL.
• Outstanding verbal and written communication skills. You’ll have the ability to communicate with impact and articulate complex data to a wide array of audiences.
• Track record of delivery in complex environments and excellent programme management skills.
• Strong influencing and relationship-building skills, across all levels.
• A passion for delivering the best product/service to the customer.

Our benefits

In addition to the all- important competitive salary, pension & bonus offering, we totally get that life outside work is important to us all. So, we want to shout out some of our other great benefits…

• We offer flexible working to help you achieve a good work/life balance
• Opportunity to buy extra holidays is on the table
• Discounts on your weekly shop, buying a laptop or sofa? We’ve got it covered through your Sainsburys, Argos and Habitat store discount card
• Cycle to work scheme

A little about us & our culture

We’re proud of our heritage as the UK’s first supermarket bank. As digital technology drives the banking landscape we want to be at the cutting edge of this technology, offering award winning innovative digital banking products to our customers. Technology is where we see our growth therefore we need innovators to join us and drive the next phase of our evolution.

We’re a friendly bunch who collectively share a passion to make our customers’ financial lives easier. As part of the wider Sainsbury’s Group, being one of the UK’s most trusted brands, it brings our colleagues a wealth of opportunities to fulfil their potential. Here, you can be part of something bigger and help to create a new approach that puts the customer at the heart of everything we do.

Everyone is welcome at the Sainsbury’s Group, and we’re proud to be an equal opportunities employer that champions a diverse and inclusive culture that reflects the diversity of the communities we serve.

Work-life balance is important to us, so we offer our colleagues as much flexibility as possible in line with the needs of their role. We trust them to decide how, where and when they work, combining remote and collaborative working with a flexible approach to hours within their working days, giving plenty of time and space for life outside of work whilst delivering against our business goals.

If you’re interested in applying and are excited about working with us but are unsure if you have the right skills and experience – we’d still love to hear from you! We’d also be happy to discuss more flexible working options such as job shares and part time working.

As this role involves working within a regulated environment any offer will be subject to satisfactory background checks including criminal record check, credit check, fraud check and employment references.

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