Customer Experience & Rentention Manager recruitment
This role is a key role for the Direct Investor channel with responsibility for the on- and off-line customer experience, management and retention of both existing and new customers to J.P. Morgan Asset Management. The successful candidate for this role will be passionate about ensuring service excellence to customers and take a holistic view assessing the most effective ways to improve customer satisfaction and loyalty in order to drive increased investment.
We seek a commercial, ambitious and confident individual to work as a CustomerExperience Retention Manager for a 12 month maternity leave contract with JP Morgan Asset Management. This role will suit someone who is keen to gain valuable experience that a large organisation like JPMAM offers.
The main responsibilities of this role include:
- To ensure that the direct to consumer website is fit for purpose ensuring that user journeys enable self-directed investor to confidently purchase new and additional investment products, as well as being able to effectively manage their portfolio(s) online.
- To develop segmented customer marketing activity to deliver an exceptional customer experience and maximise value from existing customers.
- To implement a retention strategy that is targeted, cost effective and leads to greater customer satisfaction and loyalty, ultimately resulting in more assets and profitability.
- To review and enhance existing processes so that the customer experience is seamless.
- To work with team members, internal and external agencies and relevant business areas to enhance the customer experience across all interactions with J.P. Morgan Asset Management.
- To adopt a test and learn approach for existing customer marketing activity and identify effective measures to evaluate the impact and ROI with recommendations for future activity.
- To undertake customer research on an ad-hoc basis to help shape the future development of the direct to consumer proposition.
- To ensure that communication processes and content adhere to company/industry standards and compliance regulations via an electronic workflow management system (Aprimo).
- To assist in the processing and accounting of marketing budget/invoices/purchase ledger etc.
- To work with Investor Services and the outbound sales team to ensure all retention activity is joined-up and actively encourage feedback to help identify new opportunities.
- To liaise with marketing colleagues and stakeholders to ensure best execution, consistency and adherence to corporate and brand guidelines.
To be successful securing this role:
- Can demonstrate a broad business awareness and good strategic awareness.
- Experience in asset management / financial services within marketing function is desirable.
- Familiarity with working in a complex matrix structure, and bringing together various parts of business together to drive forward a common agenda is essential.
- Ability to manage multiple relationships, both within marketing team, and with internal clients, is critical to success of the role.
- Good PC skills and knowledge of Microsoft applications essential.
- Must be numerate.
- Good analysis skills with ability to interrogate data.