Contract Type: Permanent Location: London / Petersfield / Bradford / Chatham Working Pattern: Hybridtypically a couple of days a week in the office. Part-time or flexible arrangements are considered to support work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible. What We Offer: Holidays: 25 days holiday up to 30 days (depending on service) Pension: We know it is important to save for the future, that is why we will contribute up to 10% Maternity/Paternity: We realise that family time is important, we offer enhanced maternity (after successful completion of probation) and 4 weeks paternity leave Volunteering: 2 paid days to give back to the charity of your choice Development: LinkedIn Learning for all Finance: Snoop Premium available to all colleagues Medical: Opportunity to opt in for Private Medical Insurance Bonus: Discretionary annual bonus The Role: You and Your Team: The Commercial Manager Customer Retention will take ownership of customer retention strategies within the credit card business. The primary focus will be on reducing customer attrition, driving proactive retention initiatives, and developing innovative propositions to enhance customer loyalty and engagement. This role will contribute directly to the achievement of the businesss commercial objectives by improving customer lifetime value and retention rates. In your day-to-day role, as a Commercial Manager you will: Customer Retention Strategy: Take ownership of tactical and strategic retention initiatives to minimize churn and improve customer engagement. Develop and execute a proactive retention strategy tailored to different customer segments. Introduce targeted retention initiatives at critical customer decision points (e.g., closure). Retention Proposition Development: Design, test, and implement new customer retention pricing and product propositions Continuously evaluate the effectiveness of these propositions and optimize them based on data-driven insights. Data-Driven Decision Making: Analyse customer behaviour, feedback, and market trends to identify key drivers of retention and attrition. Leverage insights to refine strategies and ensure they are aligned with commercial objectives. Stakeholder Collaboration: Work closely with internal teams (e.g., Marketing, Analytics, Product Development, and Operations) to ensure alignment of retention initiatives with broader business goals. Manage relationships with external partners, where applicable, to support retention campaigns and propositions. Change Management and Delivery: Lead the delivery of retention initiatives, ensuring timely implementation and measurable outcomes. Drive a culture of continuous improvement by evaluating existing retention processes and identifying areas for enhancement. Performance Monitoring: Set and monitor KPIs related to customer retention, such as churn rate, customer lifetime value, and campaign ROI. Regularly report performance to senior leadership and recommend actionable improvements. What will make you stand out? Strategic Thinking: Ability to develop and execute customer retention strategies that align with commercial goals and drive business impact. Analytical Expertise: Proficiency in analysing customer data, identifying trends, and using insights to make informed decisions and optimize retention programs. Commercial Acumen: Strong understanding of key financial metrics (e.g., customer lifetime value, ROI, churn rates) and how they influence business profitability. Stakeholder Management: Exceptional interpersonal skills to collaborate effectively with internal teams and external partners, ensuring alignment and successful project delivery. Project and Change Management: Experience in managing multiple projects, implementing new initiatives, and driving organizational change to improve customer retention outcomes. Customer-Centric Mindset: Deep understanding of customer behaviour, segmentation, and needs, with a focus on delivering tailored retention solutions. Strong Communication Skills: Ability to articulate strategies, insights, and results clearly and persuasively to both technical and non-technical audiences, including senior stakeholders. Demonstrated ability to drive financial performance and achieve business targets Offers are subject to satisfactory background checks, including credit, fraud, and employment references. Who We Are: At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of lifes opportunities. Established in 1880, were now a FTSE All Share company and leading specialist bank. We lend responsibly, providing tailored products and services to over 1.75 million UK customers. We take care of our colleagues as well as our customers, working hard to create a rewarding and supportive work environment. That means competitive salaries, benefits, and a Group-wide recognition scheme. Everyone can enrol in our pension and after six months, you can join our Buy as You Earn scheme. Were about more than financial rewards though. We give everyone a voice in the business and room to be their authentic self. And we know youre here to build your career, so we help every colleague with training and development opportunities. Making sure theres always something new to learn. Vanquis Bank is an Equal Opportunity Employer Here at Vanquis Banking Group, we embrace everyones unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, martial or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible. At the end of the day, it's our people that help us to fulfil the reason why were here in the first place: to help put people on a path to a better everyday life. If theres anything we can do in the recruitment process to help you achieve your best, get in touch. Whether its a copy of our application form in another format or additional assistance, were available to help. The Company At Vanquis, weve been empowering lives since 1880. As a FTSE All Share company and leading specialist bank, we lend responsibly to over 1.75 million UK customers. Were just as committed to our colleagues as we are to our customers, offering competitive salaries, comprehensive benefits, and recognition schemes. With pension plans, our Buy as You Earn scheme, and ongoing training opportunities, we create a supportive environment where you can grow and thrive. Bring your authentic self, find your voice, and build your career with usbecause at Vanquis, we believe in making the most of lifes opportunities. TPBN1_UKTJ
Job Title
Commercial Manager - Customer Retention