You will play a pivotal role in growing our customer's engagement, existing services utilisation and brand loyalty, to support our core goal of becoming our customers' pension and investment platform of choice. You will be responsible for defining and overseeing broad ranging customer engagement strategies covering:

Early engagement: tasked with defining the optimum strategy to establish 'good customer behaviours and outcomes'. Growing high levels of digital engagement and product utilisation through inspiration and marketing tactics. i.e. growing money on: investment rates, transfers in, consolidation, Regular Savings Plans, brokerage.
Ongoing engagement: tasked with building and maintaining customer engagement and satisfaction through standalone and prioritised trigger programs. Continuing to build money on and demonstrating the 'value' of being a FIL customer through education and insight, demonstrating how our products can help with their evolving needs.
WI (UK & IRSP) specific initiatives - to support the continued business expansion and value per member i.e. onboarding new schemes, Workplace Workout management, Engagement Strategy Development:
Design and implement comprehensive engagement strategies aimed at increasing digital engagement and 'good customer behaviours' demonstrated through money on and invested, transfers in and consolidation, regular saving plans and monthly contributions, brokerage.
Develop the annual engagement marketing plan and associated forecast. Closely collaborating with the Cross-sell, Retention, Site Engagement and Product Marketeers. Covering always on and campaign periods and including incentive and campaign testing tactics.
In conjunction with the Retention SM, lead on the WI comms and engagement proposition and execution of plans to support WI B2B sales and retention.
Analyse customer data and behaviour to identify opportunities for engagement across various products and services.
Lead the execution of engagement initiatives, ensuring alignment with overall business goals and customer needs.
Execute all activity in relation to engagement campaigns, landing pages, templates, guides, client toolkits and banners.
Optimise journey and content across all engagement initiatives and touchpoints.
Continuously monitor and optimise strategies to maximise effectiveness and ROI, using data-driven insights.
Review and refine the permissions strategy across the base including assessing the Fidelity cookie consent policy, to ensure we can continue targeting customers in paid media via 1st/ 3rdparty data. Critical for strengthening foundations to support a CDP integration in the future.
Collaborate with the broader Marketing Teams to clearly articulate the value of marketing, utilise this refined value across the permissions journey as part of the process improvements.
Continue to onboard new WI schemes in a timely and efficient manner.
Welcome new customers to Fidelity, recognising where they've come from and other products they may have with us
Drive digital engagement and 'good customer behaviours' in the first 12 months, addressing regular inbound queries from customers contributing to call volume reduction efforts.
Drive money on and invested through transfers in and consolidation, regular savings plans and increasing monthly contributions, brokerage in the first 12 months
Build ongoing customer engagement and satisfaction, through always on and ad hoc/standalone communications demonstrating the value of being a Fidelity customer through education and insight.
Work with the Markets and Insights team and key external organisations to identify key industry/calendar opportunities for engagement.
Continue to drive money on across products held by existing customers.
Oversee and deliver service, change (where relevant) and some regular drum beat comms.
Conduct thorough analysis of engagement programme performance (upstream and downstream), providing insights and recommendations to senior leadership.
Prepare and present regular reports on key metrics, highlighting growth and areas for improvement. Interpret customer data, identify engagement opportunities, and optimise strategies for maximum effectiveness and return on investment.
Passionate people leader with the ability to lead, coach and develop a high performing team of 5 including 3 direct reports, based across multiple locations.

Marketing strategy and planning: ability to design and implement comprehensive communication strategies that align with business objectives and enhance customer engagement. Skilled in translating strategies into actionable marketing plans ready for implementation
Customer marketing (segmentation, targeting, design UX): proficiency in designing and executing marketing communications across various channels, to drive early engagement, increase money on across multiple products and demonstrate the value of being a FIL customer through education and insight
Customer-centric approach: laser focus on enhancing the communications journeys to drive a better customer experience and to build trust and loyalty
Performance analysis and data driven decision making: strong analytical skills to interpret customer data, identify engagement opportunities, analyse results, deliver insights and optimise strategies for maximum effectiveness and return on investment
People leadership and development: passionate people leader with the ability to lead, coach and develop a high performing team, inspiring direct reports and broader team members to reach their full potential. Highly effective at fostering collaboration and building empowerment, whilst ensuring effective execution and alignment with engagement marketing goals
Communication Skills: excellent communication skills utilised seamlessly to inspire, influence and collaborate with colleagues across marketing and broader teams. Experienced presenter, able to effectively tell a high impact story with well-constructed recommendations for Senor Leadership and external audiences including B2B and Trustee relationships
Project management: ability to manage multiple initiatives simultaneously, to manage business-as-usual whilst also driving change and optimisation of engagement programmes. Confident at managing budgets and deadlines to meet objectives. Naturally curious, with relentless attention to detail to spot innovation opportunities and quickly address problems or performance gaps
Adaptability: proactive, growth mindset with the ability to adjust / evolve strategies and initiatives in response to changing market conditions and business needs

With a global presence across more than 25 locations around the world, Fidelity International (FIL) provides investment services and retirement expertise to everyone from central banks and financial institutions to wealth managers and private individuals. We're proud to have been helping our clients build better financial futures for over 50 years.

2 temporary Marketing / Advertising / Events jobs in Sevenoaks