Head of Portfolio & Channel Management
Latitude Financial
- Melbourne, VIC
- Permanent
- Full-time
- Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner days.
- Annual salary reviews and an appealing bonus package to complement your compensation
- Flexibility @ Latitude: Flexible work arrangements - balance work and personal responsibilities, Hybrid set up - work from home & the office, 3 Days paid volunteer leave annually, paid community service leave, paid compassionate / bereavement leave
- Create the strategic vision and tactical execution plan bringing together your immediate team and cross-functional partners to deliver on our Customer Engagement ambitions. This includes:
- Leading the build, design and implementation and optmisation of our portfolio management strategies to maximise portfolio growth across all customer contact and communication points
- Leading the transition from individual campaigns into integrated customer-life-cycle marketing leveraging analytical driven opportunity identification, offer management & personalisation and customer fulfilment
- Leading, defining and optimising the digital channel capability & roadmap to ensure seamless multi-channel customers experiences.
- Drive new initiatives to automate processes and operations, enhance functions to improve overall efficiency and effectiveness of the customer engagement program
- Lead and partner with cross functional stakeholders to ensure the delivery of initiatives and successful go-to-market of customer programs. Effectively use customer research, data and insights for opportunity identification. Ensure initiatives have a balanced focus of tactical delivery and strategic capability build prioritised by commercial and strategic rationale.
- Embed quantitative disciplines in managing portfolio performance through insights generation, measurement and reporting of program & channel performance. Undertake a value driven approach to monitor program performance at a customer, channel, campaign and offer level and make necessary adjustments via a robust test and learn approach
- Over 10 years working experience driving customer engagement programs ideally within a financial services context or within a digital transformation programs.
- Previous experience in developing and managing customer engagement or loyalty programs. (Credit Card Experience highly sought after)
- Strong financial acumen and a deep understanding of how customer drivers, behaviours translate directly into P&L impacts. Highly analytical with strong numeric sense
- Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
- Ability to work unsupervised and adjust priorities quickly as circumstances dictate
- Demonstrated problem-solving and decision-making skills
- Ability to work in a team-oriented environment