Santander is hiring a Senior Manager - Enterprise-wide Customer Relationship Manageme
Enterprise-wide Customer Relationship Management (ECRM) is a major programme which will provide the ability to “intelligently” manage leads during customer contact, initially in our branches and ultimately also in Telephony and outbound channels. Initially, ECRM will improve the customer information available through reactive channels and provide targeted opportunities appropriate to each customer. Ultimately, it will improve both reactive and proactive contact with customers across the bank.
At the core of ECRM is a centralised decisioning process that will ultimately hold and execute the complex array of business rules and logic that will ensure that the right information and options are served to support each customer contact.
The Senior Manager of ECRM decisioning has principal responsibility for maintaining the operation of the centralised decisioning process, including performance monitoring, analysis, optimisation, rules configuration, compliance and control mechanisms.
As a Senior Manager (ECRM) your main responsibilities will involve:
Driving continual performance improvement of Santander’s centralised decisioning processes
Managing and maintaining business as usual operation of the ECRM capability in terms of customer opportunities, business rules and performance monitoring, including compliance and QA
Analysing and reporting on all aspects of ECRM performance, e.g. financial, transactional, interactional, content and operational
Maintaining an agreed roadmap of enhancements and/or extensions of the capability to improve business performance
Working proactively across the business to improve awareness, understanding and utilisation of the capabilities
Managing a team that typically includes insight and rules analysts, and capability and engagement specialists
Successfully driving business performance improvement from interpretation of operational and analytical insight for large B2C organisations
Working with delivery of sophisticated data intelligence at the point of customer interaction and through outbound channels
Driving the implementation and management of analytical and operational capabilities for data exploitation and commercialisation
What we will be looking for in you:
Higher level qualification (degree or post-grad) in numerate subject/equivalent
Exceptional statistical marketing analysis and data manipulation skills using tools such as SAS (EG/EM), SQL and Excel (advanced user)
Expert knowledge of database marketing principles, capabilities and opportunities
Practical knowledge of branch and/or call centre operations
Team player and self-starter
Excellent project planning and process management skills
There are many advantages to being part of our family. We’ve got a reward package that’s simple, personal and fair. In addition to your pay and bonus, we offer you a benefits package that’s flexible and allows you to be in control, as well as all the policies, tools and guidance to support you working for Santander.
For your commitment and success, we offer one of the most competitive basic salaries with a distinct career development opportunity. Other Santander benefits include:
Annual car allowance of £6,000
Discretionary annual bonus
Private Medical Insurance
30 days Holiday plus bank holidays with the option to buy and sell 5
Retail and High Street discounts
Flex benefits including childcare vouchers
With over 150 years of experience, we’ve built a strong, international presence, with more branches worldwide than any other bank. Dedicated to making things simple, personal and fair for our customers our aim is to become the best bank in the UK, and we know we can’t make it happen without our people. That’s why we promote an environment where everyone counts. With us, you’ll be encouraged to develop both professionally and personally, and by listening to your unique perspective, and turning your ideas into action, we’ll grow along with you.
We are committed to helping you achieve a reasonable balance between your home and working life. To support you in meeting your commitments outside of work, we offer a range of flexible work options, including part-time working, job sharing, career breaks and flexible holiday options and we support you to make a difference in your local community with volunteering and fundraising schemes.
If you’re interested in this role, please apply on the link below and our recruitment team will be in contact shortly.
Santander welcomes applications from all sections of the community.