Manager: Client Engagement I

Purpose Statement

• To lead a Client Engagement team or channel and to be accountable for its strategy, execution and delivery - translating portfolio direction into team-level plans, ensuring consistent execution and quality of engagement activity, setting and maintaining operational standards within its channel or workstream, and managing day-to-day delivery. 
• To build team capability, develop the Specialists and foster accountability for delivery outcomes within established governance frameworks.

Experience

•    5+ years professional experience in client engagement, customer communications, marketing operations, CRM or customer service.
•    Proven experience leading a team of specialists delivering customer-facing or operational programmes.
•    Experience managing day-to-day operational tasks and quality; track record of consistent delivery.
•    Experience working in a compliance-conscious or regulated environment.
•    Demonstrated ability to manage multiple competing priorities and maintain quality standards.

Qualifications (Minimum)

Qualifications (Ideal or Preferred)

Knowledge

•    Understanding of client engagement principles and the role of the specific channel or workstream.
•    Working knowledge of Direct Marketing channels (SMS, email, WhatsApp, in-app) and Next Best Action placement in App and Branch, including how channels are selected and sequenced based on client engagement data.
•    Working knowledge of engagement platforms and tools used by the team.
•    Familiarity with data handling and privacy principles in financial services.
•    Understanding of engagement performance metrics, measurement and reporting frameworks, and how to interpret performance data to draw conclusions and recommend action.
•    Knowledge of team management fundamentals.
•    Stay current with relevant technologies (including AI tools) applying them responsibly and effectively to optimise everyday tasks and outputs

Skills

Conditions of Employment