AGM - Marketing

Primary purpose of the role:

Responsible for the customer interaction strategy and roadmap driving performance through the business to achieve

a cohesive and optimal experience for all customer segments across touchpoints.

Main responsibilities:

Lead and manage the Digital and Customer Retention teams working with them to support and improve our

Customer journey as well as transforming our products and services with new technology

Define and drive implementation of a holistic digital strategy to improve and enhance customer interactions

Define and drive implementation of a holistic retention strategy to drive revenue from existing customers

Identify and implement new opportunities throughout the customer journey to deliver high performing agile

Customer interactions and touchpoints

understand the key interactions in the customer lifecycle and drive relevant changes with CRM

Strategies and digital asset developments

Grow customer engagement across channels maximizing opportunities across customer touchpoints

Use research methods and data channels of customer experience to understand issues and implement change

Analyze and improve customer retention and repeatcustom behaviors across key segments to inform

Marketing and business decisions

Lead and evolve the CRM strategy including customer communications and automation

Collaborate with brand partners and dealers to ensure alignment of strategy and visibility of finance

Collaborate with other business areas acting as the voice of the customer

Develop a delivery plan to enhance the companys reach and reputation

Define and drive the strategy for communication of new products and services to market

Happiness Respect Transparency Delivery Creative Thinking

Responsible for leading the conversation with PSA Finance customers

Ensure all communications adhere to direct marketing and Data Protection rules and regulations

Ensure that all digital channels adhere to Web Content Accessibility Guidelines (WCAG)

Decision making scope

The jobholder will be responsible for developing and implementing the most appropriate course of action to meet customer needs whilst adhering to business requirements. In addition they are required to recommend and implement changes to internal policies and procedures.

Supervision received

Required to work largely autonomously with performance being monitored against objectives and business needs.

Principal challenges/difficulties

Need to react quickly to market/technical changes as well as call upon stakeholder and supplier contacts to maximize opportunities.

Need to fully understand the sales process and customer retention programmes.

The pace of change within the digital arena.

Management of multiple projects.

Ability to articulate ideas to colleagues and partners.

Delivery of projects within existing architectural frameworks

Cultural change management of an organization.

Statistical details

Number of direct reports:

Three: Customer Retentions Lead & 2x Customer Retentions Manager

Economic data:

Budget assigned by CMO & control and responsibility for costs attributable to

Customer Retentions teams.

Any other quantitative data:

Ownership of quality across customer touchpoints (reputational risk)

Ownership of customer database and communications (data management)

Qualifications & experience:

Language skills:

Multilingual desired but not essential however must have master level English speaking and writing ability

Professional qualifications vocational training education level:

Postgraduate Degree in Marketing Business Communications or comparable work experience

Engineering or statistical UG major

Previous experience required

7 years of Digital Marketing with experience in acquisition and retention

Strong background in digital marketing including experience/understanding of handson campaign

Management essential

Experience of developing and maintaining effective relationships with Executives and Senior

Managers through personal credibility and delivery of results

As a prerequisite display expertise in customer journey management digital and communications

Person characteristics required:

Passion for remaining up to date with digital and technology trends

Commercial yet customerfirst mindset with the ability to identify customer needs

Detail oriented with excellent communication skills

Have the ability to communicate with senior management and external suppliers at all levels