About Existing Customer Revenue Management
The Existing Customer Revenue Management is responsible for driving long-term customer satisfaction and sustainable financial returns from our customer base by leveraging insights and data to optimize customer engagement across the full lifecycle, identification and removal of friction in customer interactions as well as fast and flawless delivery of world-class marketing communications to prospective and existing customers.
Overall purpose of role
The Existing Customer Revenue Management team is accountable for delivering significant financial and customer benefit from programs made available for our cards customers. The ECM Program Lead is responsible for developing and maintain share of wallet strategy, forecasts, tracking, reporting and associated processes to ensure achievement of ECM PBT goals. This role works across core programs to identify opportunities to grow profitability with our existing customers.
Key Accountabilities
o Develop and own share of wallet strategy, KPIs, tracking, customer and treatment segmentation
o Develop and maintain portfolio reporting and work with Credit Data & Analytics (CDA) and ECM teams
o Develop and maintain forecasting process for core ECM programs
o Manage financial planning process for ECM including MTP process and quarterly RAF handoff
o Develop and maintain ECM growth initiatives plan, governance, meeting cadence and tracking
o Manage monthly reporting needs across ECM
Stakeholder Management and Leadership
o Coordinate program tracking with CDA and CRO teams
o Build collaborative working relationships across a number of functional teams across the organization including Existing Customer Revenue Management, Partnership, Decision Science, CRO and Finance to facilitate the accomplishment of program goals
o Actively solicit input and advice from diverse perspectives and share ownership and visibility of successes
Decision-making and Problem Solving
o Manage multiple projects simultaneously and shift priorities accordingly to meet business needs
o Use personal knowledge, skills and abilities to find innovative solutions for new or existing problems
o Evaluate opportunities, considering risk and impact to the organization and take ownership for choosing course of action
Risk and Control Objective
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise-Wide Risk Management Framework and internal Barclays Policies and Policy Standards.
Essential Skills/Basic Qualifications:
o Bachelor’s Degree
o 5+ years experience in credit card industry
o 5+ years Project management experience
Desirable skills/Preferred Qualifications:
o Strong organizational skills – must maintain accurate project records, complying with all control and regulatory requirements
o Time management skills – must be able to manage workload independently in order to hit all deadlines, and appropriately communicate any risks
o Expertise in quantitative / financial P&L analysis preferred
o A results-oriented person who brings closure to issues through assertiveness and persistence
o Strong entrepreneurial skills, i.e. ability to handle varied responsibilities and drive success with limited resources in a matrixed organization
o A results-oriented person who brings closure to issues through assertiveness and persistence
o Innovative, collaborative problem solver who can take an idea from conception through execution
o Strong written and verbal communicator with the ability to clearly convey thoughts and opinions in a variety of forums including presentations to senior management and interactions with colleagues
Randstad Sourceright
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