Location:
London, Petersfield, Bradford, Chatham Closing Date:
Thursday 13 February 2025 We’re Vanquis Banking Group plc, a FTSE All Share company and a leading specialist bank, established in 1880. We lend responsibly, providing tailored products and services to 1.75 million UK customers through Vanquis, Moneybarn, and Snoop. Lending responsibly and acting responsibly has always been at the centre of everything we do. Helping to aid financial inclusion and social mobility for our customers and the communities they live in is a big part of why we’re here. Our purpose is simple: to deliver caring banking so our customers can make the most of life’s opportunities. The Commercial Manager – Customer Retention will take ownership of customer retention strategies within the credit card business. The primary focus will be on reducing customer attrition, driving proactive retention initiatives, and developing innovative propositions to enhance customer loyalty and engagement. This role will contribute directly to the achievement of the business’s commercial objectives by improving customer lifetime value and retention rates. Key Responsibilities
Customer Retention Strategy:
Take ownership of tactical and strategic retention initiatives to minimize churn and improve customer engagement. Develop and execute a proactive retention strategy tailored to different customer segments. Introduce targeted retention initiatives at critical customer decision points (e.g., closure).
Retention Proposition Development:
Design, test, and implement new customer retention pricing and product propositions. Continuously evaluate the effectiveness of these propositions and optimize them based on data-driven insights.
Data-Driven Decision Making:
Analyse customer behaviour, feedback, and market trends to identify key drivers of retention and attrition. Leverage insights to refine strategies and ensure they are aligned with commercial objectives.
Stakeholder Collaboration:
Work closely with internal teams (e.g., Marketing, Analytics, Product Development, and Operations) to ensure alignment of retention initiatives with broader business goals. Manage relationships with external partners, where applicable, to support retention campaigns and propositions.
Change Management and Delivery:
Lead the delivery of retention initiatives, ensuring timely implementation and measurable outcomes. Drive a culture of continuous improvement by evaluating existing retention processes and identifying areas for enhancement.
Performance Monitoring:
Set and monitor KPIs related to customer retention, such as churn rate, customer lifetime value, and campaign ROI. Regularly report performance to senior leadership and recommend actionable improvements.
What you bring to the team
Strategic Thinking: Ability to develop and execute customer retention strategies that align with commercial goals and drive business impact. Analytical Expertise: Proficiency in analysing customer data, identifying trends, and using insights to make informed decisions and optimize retention programs. Commercial Acumen: Strong understanding of key financial metrics (e.g., customer lifetime value, ROI, churn rates) and how they influence business profitability. Stakeholder Management: Exceptional interpersonal skills to collaborate effectively with internal teams and external partners, ensuring alignment and successful project delivery. Project and Change Management: Experience in managing multiple projects, implementing new initiatives, and driving organizational change to improve customer retention outcomes. Customer-Centric Mindset: Deep understanding of customer behaviour, segmentation, and needs, with a focus on delivering tailored retention solutions. Strong Communication Skills: Ability to articulate strategies, insights, and results clearly and persuasively to both technical and non-technical audiences, including senior stakeholders. Experience working within a regulated environment and knowledge of FCA guidelines. Demonstrated ability to drive financial performance and achieve business targets. Benefits:
At Vanquis Banking Group, we believe in looking after our colleagues, creating a rewarding, engaging, and supportive work environment across our various divisions. We appreciate hard work by offering competitive salaries, discretionary annual bonuses, 25 days holiday (up to 30 days depending on service), a pension scheme with matched company contributions up to 10%, 1 paid day to ‘give back’ benefits, and a Group-wide recognition scheme. All colleagues are eligible to join a pension scheme, and after six months’ service, you can join our ‘Save as you Earn’ and 'Buy as you Earn' schemes. We offer a range of training and development opportunities to help each of our colleagues maximize their potential, whatever their role. From your first day, we’ll help you settle into your new role and are happy to talk to you about your career aspirations. Working Pattern:
Our working style is hybrid, with collaborative working often requiring 2 days per week in one of our offices. More office-based working may be required during project rollouts or when we have a higher number of users in the office. What to expect next:
Our average process takes up to 4 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team throughout the process. 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. Your working life:
If you prefer to work part-time, we'll make this happen whenever we can, whether this is to help you meet other commitments or strike a great work-life balance. Equal Opportunity Statement:
Here at Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify, your experiences and background help enrich our teams and support our customers in the best way possible. If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available to help. You can contact us at careers@vanquis.com
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London, Petersfield, Bradford, Chatham Closing Date:
Thursday 13 February 2025 We’re Vanquis Banking Group plc, a FTSE All Share company and a leading specialist bank, established in 1880. We lend responsibly, providing tailored products and services to 1.75 million UK customers through Vanquis, Moneybarn, and Snoop. Lending responsibly and acting responsibly has always been at the centre of everything we do. Helping to aid financial inclusion and social mobility for our customers and the communities they live in is a big part of why we’re here. Our purpose is simple: to deliver caring banking so our customers can make the most of life’s opportunities. The Commercial Manager – Customer Retention will take ownership of customer retention strategies within the credit card business. The primary focus will be on reducing customer attrition, driving proactive retention initiatives, and developing innovative propositions to enhance customer loyalty and engagement. This role will contribute directly to the achievement of the business’s commercial objectives by improving customer lifetime value and retention rates. Key Responsibilities
Customer Retention Strategy:
Take ownership of tactical and strategic retention initiatives to minimize churn and improve customer engagement. Develop and execute a proactive retention strategy tailored to different customer segments. Introduce targeted retention initiatives at critical customer decision points (e.g., closure).
Retention Proposition Development:
Design, test, and implement new customer retention pricing and product propositions. Continuously evaluate the effectiveness of these propositions and optimize them based on data-driven insights.
Data-Driven Decision Making:
Analyse customer behaviour, feedback, and market trends to identify key drivers of retention and attrition. Leverage insights to refine strategies and ensure they are aligned with commercial objectives.
Stakeholder Collaboration:
Work closely with internal teams (e.g., Marketing, Analytics, Product Development, and Operations) to ensure alignment of retention initiatives with broader business goals. Manage relationships with external partners, where applicable, to support retention campaigns and propositions.
Change Management and Delivery:
Lead the delivery of retention initiatives, ensuring timely implementation and measurable outcomes. Drive a culture of continuous improvement by evaluating existing retention processes and identifying areas for enhancement.
Performance Monitoring:
Set and monitor KPIs related to customer retention, such as churn rate, customer lifetime value, and campaign ROI. Regularly report performance to senior leadership and recommend actionable improvements.
What you bring to the team
Strategic Thinking: Ability to develop and execute customer retention strategies that align with commercial goals and drive business impact. Analytical Expertise: Proficiency in analysing customer data, identifying trends, and using insights to make informed decisions and optimize retention programs. Commercial Acumen: Strong understanding of key financial metrics (e.g., customer lifetime value, ROI, churn rates) and how they influence business profitability. Stakeholder Management: Exceptional interpersonal skills to collaborate effectively with internal teams and external partners, ensuring alignment and successful project delivery. Project and Change Management: Experience in managing multiple projects, implementing new initiatives, and driving organizational change to improve customer retention outcomes. Customer-Centric Mindset: Deep understanding of customer behaviour, segmentation, and needs, with a focus on delivering tailored retention solutions. Strong Communication Skills: Ability to articulate strategies, insights, and results clearly and persuasively to both technical and non-technical audiences, including senior stakeholders. Experience working within a regulated environment and knowledge of FCA guidelines. Demonstrated ability to drive financial performance and achieve business targets. Benefits:
At Vanquis Banking Group, we believe in looking after our colleagues, creating a rewarding, engaging, and supportive work environment across our various divisions. We appreciate hard work by offering competitive salaries, discretionary annual bonuses, 25 days holiday (up to 30 days depending on service), a pension scheme with matched company contributions up to 10%, 1 paid day to ‘give back’ benefits, and a Group-wide recognition scheme. All colleagues are eligible to join a pension scheme, and after six months’ service, you can join our ‘Save as you Earn’ and 'Buy as you Earn' schemes. We offer a range of training and development opportunities to help each of our colleagues maximize their potential, whatever their role. From your first day, we’ll help you settle into your new role and are happy to talk to you about your career aspirations. Working Pattern:
Our working style is hybrid, with collaborative working often requiring 2 days per week in one of our offices. More office-based working may be required during project rollouts or when we have a higher number of users in the office. What to expect next:
Our average process takes up to 4 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team throughout the process. 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. Your working life:
If you prefer to work part-time, we'll make this happen whenever we can, whether this is to help you meet other commitments or strike a great work-life balance. Equal Opportunity Statement:
Here at Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify, your experiences and background help enrich our teams and support our customers in the best way possible. If there’s anything we can do in the recruitment process to help you achieve your best, get in touch. Whether it’s a copy of our application form in another format or additional assistance, we’re available to help. You can contact us at careers@vanquis.com
#J-18808-Ljbffr
