Barclays Customer Retention & Live Channels in Wilmington, Delaware
Barclays moves, lends, invests and protects money for customers and clients worldwide. Please visit our website here for more information.
Barclaycard US is one of the fastest-growing top-10 credit card issuers in the nation. The company creates customized, co-branded credit card programs for some of the nation’s most successful travel, entertainment, retail, affinity and financial institutions, including: Apple, L.L.Bean, American Airlines, JetBlue, the National Football League and Ameriprise Financial. The business also issues its own Barclaycard-branded credit cards: Barclaycard Ring, Barclaycard Rewards, Barclaycard CashForward, and the award-winning Barclaycard Arrival product series. The company is headquartered in Wilmington, Delaware and has operations centers in Newark, Delaware; Wilton, Maine; Henderson, Nevada; and Hamilton, Ohio.
Barclaycard US Marketing Barclaycard US Marketing is responsible for acquiring new customers, managing existing customer relationships, developing digital strategies and experiences, designing new products, running loyalty programs, designing creative, managing the Barclaycard brand in the US, and conducting customer research. Marketing supports the Card business, the Deposits business, and our soon to launch Consumer Lending business.
Overall purpose of role Design, develop and execute marketing strategies to deliver customer retention targets and reduce customer attrition.
Key Accountabilities and Skills required: Key Specific Accountabilities oDevelop and own the marketing strategy for proactive and reactive customer retention to reduce portfolio attrition oDesign, execute and measure marketing tests to optimize customer and company value of customer retention programs oPartner with Customer Care to drive customer response to ECM Marketing programs including: Balance Transfers, Upgrades, Spend Promotions oDevelop scripting and customer facing materials and ensure such materials are compliant and necessary approvals are in place oDeliver customer retention save rate and PBT targets oPartner with Segment and Strategic Analytics to develop and launch spend attrition trigger program oDevelop digital capabilities for customer retention
Stakeholder Management and Leadership oLead cross-functional team to monitor and drive customer retention programs, including Chair of monthly performance reviews oLead and develop the ECM relationship with Customer Care, Learning & Quality Management Teams
Risk and Control: All Barclays colleagues have to ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.
Your Skills and Qualifications will include
·5 years’ experience in financial services and/or direct marketing experience
·2 or more years of call centre marketing experience
·2 or more years of management experience
Preferred Qualifications ·Proficient in Microsoft Office ·3 or more years of retention experience ·Development and optimization of customer experience strategies ·Strong marketing design and development skills ·Knowledge of program development, pricing, implementation and strategic analysis ·Excellent verbal and written communication skills ·Strong financial and competitive analysis and computer skills ·Demonstrated management, leadership and interpersonal skills
The Benefits: Our customers deserve the best. The same goes for our employees. That's why at Barclays you'll receive a range of benefits that include a competitive salary and all the tools, technology and support you need to succeed.
Our Culture: Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. The values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our employees. Simply put, success is not just about what you achieve, but about how you achieve it.
Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives, if you have a need for flexibility then please discuss this with the hiring manager. Barclays is an equal opportunity employer and are opposed to discrimination on any grounds. For more detailed information, please visit our dedicated Diversity and Inclusion site here.
EEO statement It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.
Title: Customer Retention & Live Channels
Requisition ID: *90100097