Customer Engagement Manager

London, London, gb
2019-04-26 12:47:13

An organisation like ours, it is paramount that our customers are truly at the heart of everything we do. We strive to make sure that we continue to be the digital leader and partner of choice across the world; therefore we are looking for a Customer Engagement Manager to join us on a permanent basis to play a crucial part in delivering our ambition.

As the Customer Engagement Manager, you will lead the business to embody our value of Customer First, developing digital marketing plans that drive growth through the B2C channel.

Your ultimate goal will be to provide a positive customer experience, working on our internal and external touchpoints; including on communications, website, PR, social media and brand.

This is a permanent position based at our Redhill office.


Your role will be split into two clear objectives:

  • B2C Channel Growth
  • Developing an annual digital marketing plan to drive traffic, and increase sales, through the B2C channel; to include AXA’s own direct sales, affinity partners and aggregators
  • Using agencies and / or own skill-base, to create digital marketing campaigns, including Adwords/PPC/SEO
  • Pre-campaign planning, including insight-driven creative testing ideas and agreeing test structures
  • Reviewing, and making changes as appropriate, to the B2C e-commerce site(s), to ensure the content and customer journey is working effectively
  • Reviewing marketing plans, identify resource requirements and assess capacity
  • Facilitating campaign/project meetings with Key stakeholders. Monitor and report campaign/project delivery against key milestones. Collaborate with operational/customer facing departments to ensure risks are successfully mitigated. Implement end to end testing of campaign mechanics to prevent any customer/commercial detriment

External Communications/Customer Engagement

  • Overseeing the fulfilment process – ensuring customers receive documentation
  • Managing fulfilment stock levels
  • Writing customer and client communications, as required, to support new and existing business needs
  • Engaging with stakeholders both external and internal, at a senior level, to ensure clarity and
    communication - and ensuring the timely sign-off of all communications and any customer promotional tools
  • Assisting the Head of Customer Engagement with Public Relations support, as required
  • Managing the creative and copy development of any new customer-facing digital initiatives Managing the Corporate Website, including the CMS and content development
  • Monitoring and evaluating tools and initiatives, suggesting improvements if needed
  • Engaging and contributing to communication strategy and plans
  • Experience in external communications/direct marketing/digital marketing role, ideally, within Financial Services
  • B2C digital marketing experience and proven results
  • A customer-focussed attitude
  • A passion for innovation and creative vision
  • Skills and experience in creative content writing
  • Knowledge of In-Design/Adobe or similar
  • Excellent communication and interpersonal skills
  • Experience of working with products across web, mobile and app platforms
  • Experience with website content development
  • An ability to fix things when they go wrong – look for solutions