Customer Value Management Associate

6 days ago

Singapore StoneX Group Inc. Full time

**Job purpose**
Work with CVM team to execute client conversion, retention and reactivation strategy in order to drive client engagement that increases lifetime value and tenure.
**Key Responsibilities**
- Execute CVM strategy for allocated brands, working closely with regional teams to implement campaigns focusing on the following client lifecycle areas:

- Conversion
- Retention
- Churn Prevention
- Reactivation
- Upsell / Cross Sell
- Develop and implement client communications and promotional activities that increase client engagement across any client touchpoints, including:

- SMS
- Push notifications
- Webinars
- Seminars/Live Events
- In-platform/My Account messaging
- Develop communications campaigns working with CVM team and regional marketing team
- Brief Content and Design team for delivery of required campaign assets, ensuring content is aligned to campaign objectives, is accurate, on time, compliant, on brand, translated (where required) and signed off by all relevant stakeholders as per process.
- Work with the Insights team and regional leads to develop a framework for regular reporting and monitoring of KPls and campaign performance
- Take responsibility for ensuring a deep understanding of regulatory requirements relating to brand and campaign communications
- Ensure all activity is tested and optimised against targets and fed into regional team optmisation workstreams.
- Work with regional Team Lead and Private Client (HNW) teams to develop loyalty and rewards programs to deliver retention rates within high value segments including:

- Rebates/Incentives;
- Hospitality/Live Events;
- Other.
- Manage all client touchpoints in a structured and measurable manner by collaborating with global and regional stakeholders, including:

- Client Management
- High Net Worth/Private Client Teams
- Sales
- Customer Experience
- Product
- Platform
- Risk
- Trading
- Legal
- Compliance

*
Qualification and Skills*
- Bachelor degree or equivalent
- Appropriate CRM experience at a similar level within e-commerce led organisations preferably in the financial, trading spread-betting or online gambling sectors.
- Proven track record of delivering CRM campaigns and journeys that improve client retention and LTV.
- Good experience with CRM tools - Salesforce, Marketing Cloud, Automation Builder
- An understanding of the motivators of the target market.
- Excellent attention to detail.
- Results driven/commercially orientated.
- Customer centric.
- Proactive and goal orientated.
- Ability to work to tight deadlines, drive projects and to prioritise effectively.
- Ability to develop effective long-term working relationships both within the department & across departments and at all levels within the organization.
- Experience of creating compelling campaign proposals and presenting results.
- Commitment to continuous improvement and best practice.

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