Description
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