18017851 Customer Communication And Client Engagement Manager job in London at Citi Group

18017851 Customer Communication and Client Engagement Manager

Company: Citi Group

Location: London UK

Date Posted:Apr 12, 2018

CITICustomer Communication and Client Engagement ManagerCompetitive Salary Offered  JOB PURPOSE The Customer Communication and Client engagement Manager will be responsible for developing and implementing frameworks and strategies for; • The ongoing review of all customer communication to ensure relevance and timelines, quality and consistency, client centricity, as well as leveraging all opportunities to digitise wherever possible• Driving consistency in the business by developing a Glossary/Tone of Voice to be adopted by all departments in order to drive consistency of message• Deliver an end to end Client engagement strategy focusing on Events (all), Webinars, seminars and sponsorship opportunities.• Engage and solicit feedback from both internal and external audiences to inform best practices as well as keeping ahead of market and industry trends to find competitive advantage for our value proposition  The role will coordinate closely with all parts of the business, including Leadership Team Members and Regional Partners, to deliver the required change across our Customer Communication and Client Experience, engagement and value proposition amplification.   JOB BACKGROUND AND CONTEXTCiti is at a critical point on its journey to build the world’s first truly global consumer bank. GCB is undergoing a significant transformation where we have a vision for our future and one driving purpose: “to deliver a remarkable experience to our clients wherever they are.” UK Consumer is equally at a critical point in its strategic transformation following significant change and investmentwith the key strategic pillars being; • The wealth management partner of choice for our globally orientated affluent and HNW client onshore and offshore, operating in two key segments – Citigold and Citigold Private Client .• Deliver transformational change through building a digital bank for the future and  digitization of our business• Develop a ‘Best in class’ client experience and engagementThis is a key role for the UK Consumer franchise (UK and International Markets) in order to ensure that the business makes the necessary changes to deliver to its vision: “To be the wealth management partner of choice to globally oriented high net worth and affluent customers.”  This role is a critical element of ensuring that we drive continuous improvement in customer experience, deliver world class processes in key areas,  reduce customer communication pain points and complaints (All categories), and deliver a consistent world class experience in line with the expectations of our target market customers. KEY RESPONSIBILITIES CommunicationThere is a very real need to review each and every communication touch point with customers to drive quality, consistency and client centricity across all of our communication.  As well as that there is a need to develop a standardised Business Glossary and Tone of Voice to drive quality and consistency of communication and customer dialogue. • Develop and manage the internal processes to ensure that customer communications are of a standard that is in line with Citi’s values and the UK Consumer Franchises client centric culture • Development of a Glossary and/orExecute on Regional  Tone of Voice and communications playbook to drive consistency across the UK Consumer Franchise • End to end review of customer letters to drive required improvements: Process re-engineering and optimisation, relevance of communication trigger points, timing and volume, medium, language and tone, signatures, formatting etc.• Ongoing review and development of the Citi Online Secure Message response templates used by Citiphone and TCS, with a focus on personal, empathetic and client centric communication• Review of communication from the Complaints Team to customers to drive improvements and increase complaint resolution satisfactionClient Engagement Client engagement plays a key role in improving our NPS, client experience and loyality. Engageing clients in a timely, relevant and inspiring way help to drive our goal to be ‘Best in class’. There is a need to have a clear and coherent client engagement strategy that focuses on bring our value proposition to life.  • Develop and manage an End to End Client Engagement strategy • Focusing on Events (partners or otherwise), Signature events (Outlook), Insight events (market/ product/ intelligence/ thought leadership) • Explore opportunities to connect to new and existing audences through new cost effective platforms that allows organic growth, and strengthen deepening as well as grow loyalty and scale. • Design content and creatives with Marketing and agencies.• Design performance metric to track events – track performance funnel monthly through an events dashboard for each event , to make effective and informed decision on what works – keeping the senior leadership informed on effectiveness. Encompassing post event analysis, trends, insights and plans• Deliver a 85:1 ROI blended across all (types) of client engagement events. With tight budgetary oversight, approvals and control.Broader Elements The above two elements form the key responsibilities, however, the incumbent will be expected to have strong input across all facets of Client Excellence and marketing and segment opportunities. DEVELOPMENT VALUEThis is a senior role within   Client Services and Franchise Marketing  business area.  The business needs to make the necessary changes in order to deliver a day to day experience that will align the customer experience to the stated business Vision, and in so doing enable revenue generation. Delivery in this role will evidence an ability to galvanise cross functional teams to deliver organisational objectives, there will be UK Consumer SLT and Regional Office exposure, and the incumbent will play a pivotal and high profile role in enabling the UK Consumer Franchise to deliver its NPS and financial objectives, and move us to sustained profitability.REQUIRED KNOWLEDGE AND EXPERIENCE • Fully rounded knowledge of UK Consumer and the transformation agenda and roadmap• Knowledge of the Rainbow technology platform that now underpins the UK Consumer and IPB EMEA business, and the current processes upon which our Customer Experience is built• Demonstrable Project Management capabilities and delivery of transformational change initiatives• Experience and evidence of driving change in both a direct line management and matrix capacity by deploying effective stakeholder management and influencing skills• Experience of working effectively with Regional partners across multiple sites and time zones• A full understanding of the expectations and required service levels for target market customers across UK Consumer and IPB EMEA• An ability to effectively manage multiple work streams, and work stream owners, within one overarching framework and overall objective    SKILLS • S/he must have excellent written, verbal, communication, analytical and problem solving skills• S/he must be able to demonstrate high levels of strategic thinking with quantitative and qualitative analytical skills• S/he must have a demonstrable track record of leading projects successfully and delivering change• S/he must be able to demonstrate effective leadership and the ability to multi task and deliver across multiple projects and initiatives• S/he must have demonstrable interpersonal, relationship management and presentation skills and an ability to influence and drive change • S/he must be able to demonstrate strong negotiation skills and an ability to maintain effective relationships whilst challenging project teams to deliver • S/he must have knowledge of IT software packages including MS Word, Excel, Outlook and PowerPoint  REQUIRED COMPETENCIES and ROLE SPECIFIC LEVEL OF COMPETENCE  ValuesCiti Leadership standards apply. The Leadership Standards create a common language for what great leadership looks like at Citi. They provide a unifying global framework on leadership that aligns with Citi’s business strategy. Definitions• Develops our People — builds talent and teams for Citi by creating a culture of meritocracy and transparency, and celebrating excellence, initiative and courage.• Drives Value for Clients — enables economic value and positive social impact for clients, companies, governments and communities.• Works as a Partner — works collaboratively across the firm and encourages others to achieve the best results for Citi and our clients.• Champions Progress — champions a culture of high standards, pushes for progress, embraces change and challenges the status quo in support of Citi’s vision and global strategy• Lives our Values — ensures systemically responsible outcomes while driving performance and balancing short and long term risks.• Delivers Results — sets high standards and achieves performance objectives by creating a clear path toward ethical and sustainable results Proficiency Scales There are four management and leadership levels at Citi. This role is Manager of self— an individual contributor, often closest to the client, who relies on their own technical proficiency to get work done. S/he does not formally manage other employees. Many individual contributors become specialists in their field, and may be promoted into more senior individual contributor roles. Other Managers of Self may move up the pipeline into a Manager of Others role.  REQUIRED QUALIFICATIONS • Graduate with appropriate subject matter expertise • Experience of Retail Banking, Customer Segments, Project Management  Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience. Valuing Diversity: Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success. Citi is an Equal Opportunities Employer  Closing Date: May 10, 2018 View full job description
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