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Existing Customer Management (ECM) Support

Existing Customer Management (ECM) Support 

Edinburgh - 6 Months - Competitive Day rate

We are looking for a savvy, customer focused project specialist to work directly within the Head of Card’s team to provide ECM support. Such support is expected to include: 
      • Provision of insights into local and global ECM best practices
      • ECM thought leadership
      • Work with customer segmentation to identify opportunities to enhance the Back Book performance   
      • Develop an ECM annual plan of campaigns & initiatives based on data, analysis &  business objectives (“ECM Annual Plan”)
      • Develop a business case to support the ECM annual plan and provide on-going tracking and modifications as required 
      • Analytical support
      • Review Back Book performance to identify trends in customer behaviour
      • Review Back Book performance versus key performance indictors (“KPIs”)
      • Quantify the financial impact of identified trends & behaviours
      • Quantify the financial impact of driving and/or ‘correcting’ certain behaviours 
      • Work closely with marketing colleagues to ensure alignment and support of the ECM Annual Plan 
      •  Develop a project plan to support the ECM Annual Plan (“Project Pan”), inc. Timelines, Milestones, Key deadlines 
      • Incorporate marketing team feedback into the ECM Annual Plan & Project Plan to ensure smooth execution of ECM activities

To apply, please send your most up to date CV and will be in touch right away

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