5 months ago
An organisation like ours, it is paramount that our customers are truly at the heart of everything we do. We strive to make sure that we continue to be the digital leader and partner of choice across the world; therefore we are looking for a Customer Engagement Manager to join us on a permanent basis to play a crucial part in delivering our ambition.
As the Customer Engagement Manager, you will lead the business to embody our value of Customer First, developing digital marketing plans that drive growth through the B2C channel.
Your ultimate goal will be to provide a positive customer experience, working on our internal and external touchpoints; including on communications, website, PR, social media and brand.
This is a permanent position based at our Redhill office.
Your role will be split into two clear objectives:
B2C Channel Growth
Developing an annual digital marketing plan to drive traffic, and increase sales, through the B2C channel; to include AXA’s own direct sales, affinity partners and aggregators
Using agencies and / or own skill-base, to create digital marketing campaigns, including Adwords/PPC/SEO
Pre-campaign planning, including insight-driven creative testing ideas and agreeing test structures
Reviewing, and making changes as appropriate, to the B2C e-commerce site(s), to ensure the content and customer journey is working effectively
Reviewing marketing plans, identify resource requirements and assess capacity
Facilitating campaign/project meetings with Key stakeholders. Monitor and report campaign/project delivery against key milestones. Collaborate with operational/customer facing departments to ensure risks are successfully mitigated. Implement end to end testing of campaign mechanics to prevent any customer/commercial detriment
External Communications/Customer Engagement
Overseeing the fulfilment process – ensuring customers receive documentation
Managing fulfilment stock levels
Writing customer and client communications, as required, to support new and existing business needs
Engaging with stakeholders both external and internal, at a senior level, to ensure clarity and
communication - and ensuring the timely sign-off of all communications and any customer promotional tools
Assisting the Head of Customer Engagement with Public Relations support, as required
Managing the creative and copy development of any new customer-facing digital initiatives Managing the Corporate Website, including the CMS and content development
Monitoring and evaluating tools and initiatives, suggesting improvements if needed
Engaging and contributing to communication strategy and plans
Experience in external communications/direct marketing/digital marketing role, ideally, within Financial Services
B2C digital marketing experience and proven results
A customer-focussed attitude
A passion for innovation and creative vision
Skills and experience in creative content writing
Knowledge of In-Design/Adobe or similar
Excellent communication and interpersonal skills
Experience of working with products across web, mobile and app platforms
Experience with website content development
An ability to fix things when they go wrong – look for solutions
With a presence in over 60 countries, and 165,000 employees serving the needs of 107 million customers, AXA is big.
But never too big to care for every single person who works here. So when you join us, we promise to put our collective might behind you and your career.
You’ll work in an open and supportive environment where you’ll be developed, challenged and encouraged to move around to achieve even bigger and better things – nationally and internationally. You’ll learn directly from senior leaders, from the best in our business. And you’ll enjoy real responsibility, really early on.
AXA Partners is AXA’s global entity dedicated to co-building and distributing with partners simple, customer-centric and innovative solutions that combine insurance, assistance and other value-added services.
As an integral part of the Group Innovation unit, AXA Partners also plays a key role in the deployment of disruptive solutions emerging from this innovation ecosystem.
The combination of both missions positions AXA Partners today as a key pillar of AXA’s Payer-to-Partner strategy.
With the support of operating units established in 39 countries, our more than 9,000 employees are at the service of our customers anywhere, anytime.
In 2017, AXA Partners’ revenues reached €3.2 billion.
What We Offer
* Up to 10% annual bonus
* 25 days holiday + bank holidays
* Nissan discount club
* Study support for relevant course (once completed probation).
* Company pensions scheme Up to 6% business contributions
* Travel Insurance – for yourself and family
* Motor breakdown cover
* On Commencement of employment, Entitled to participate in Company Life Assurance Cover
* Healthcare benefits
* Season ticket loan
Important notice: We’ve recently become aware of a recruitment scam in which candidates are asked to be interviewed on Google Hangouts. It is not our policy to conduct interviews via Google Hangouts (we much prefer face-to-face), so if you have been asked to do this, please let the recruitment team know and we’ll do our best to advise you. Likewise, if you’re unsure if the person you’re speaking to is genuinely an AXA recruiter or the job you’re ing for is legitimately from AXA, please get in touch and we can check for you. We cannot be held responsible for any interviews conducted without our knowledge and authorisation. If you’re unsure and would like some advice, feel free to get in touch with our recruitment team.