Join us as a Customer Success Manager- BPL where you will be responsible for delivering great customer and commercial outcomes across the full customer lifecycle. These outcomes will be driven from activating, engaging and retaining our customers with card and payments products and propositions to support Small and Medium sized clients (businesses with card turnover of above £6.5m to £50m ).
As a critical member of the Customer Engagement team within Barclaycard Payments small and mid‑sized business, you will be responsible for supporting the delivery of our commercial plan by leading and driving growth initiatives that optimise the commerciality and customer experience within each stage of the customer lifecycle. You will have a direct and tangible impact on the Barclaycard Payments P&L by executing transformational strategies across our customer activation, engagement and retention pillars, and interacting with and leveraging partnerships across the full landscape of Barclaycard Payments – including Digital, Data & Analytics, Product & Proposition and Marketing – to design and deliver balanced and thoughtful commercial initiatives that drive customer and commercial value in equal measure.
Key Accountabilities
* Support the design and execution of new propositions, campaigns and offers across the customer lifecycle to deepen customer relationships, optimise the customer experience and drive commercial growth (improved activation, higher engagement, reduced attrition).
* Lead effective lifecycle working groups to monitor and review performance across our channels and lifecycle phases, identify where we are out‑performing, hitting or behind targets, and work collaboratively with wider functions to rectify performance or leverage best practice and embed this within our wider portfolio.
* Support with the definition and execution of a new High Value Strategy to retain, engage and grow relations and income generation with our largest customers.
* Work with strategic external partners to drive our joint commercial agenda and strategy.
* Optimise the customer’s contact and channel strategy to strive for improved engagement and ROI across our Digital and Telephony channels.
* Generate rich customer insight through the analysis of customer, competitor and industry trends alongside portfolio performance; act on and communicate this analysis to stakeholders to empower enhancements to propositions, offers and activities that meet customer needs across the lifecycle.
* Collaborate with our go‑to‑market teams to embed a new customer segmentation strategy, allowing us to differentiate the way we speak to each customer persona through more tailored, targeted and timely communications, triggered by key behaviours or lifecycle moments.
Qualifications
* Customer Focus – fully appreciates the need for customer outcomes to be at the centre of all decision‑making.
* Commercial Focus – ability to design solutions that drive balanced customer and commercial outcomes.
* Understanding of payments industry, e‑commerce and banking sector.
* Strong commercial acumen, able to develop and execute strategies against the right KPIs.
* Proven experience in delivering projects at pace.
* Numeric / analytical / commercial awareness.
Desirable Skills
* Data management and analysis.
* People Management.
This role is based in Northampton.
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