Senior Engagement and Retention Manager

2 months ago

Melbourne, Australia IG Group Full time

Job Description

The role is responsible for a range of deliverables that focus on Engagement and Retention across IG in Australia. It supports the Head of Marketing in executing specific deliverables through the year that align to key strategic priorities. This role has one direct reports.

So, who are we?

Hello, we’re IG Group. No, not Instagram – though we're a pretty big deal ourselves.

We’re a global, FTSE -listed company made up of a collection of progressive fintech brands in the world of online trading and investing. The best part? We’ve snapped up many awards for our top-class platforms, forward-thinking products, and incredible employee experiences.

We believe in financial freedom. And our purpose is to help ambitious people achieve it. Around , people use our groundbreaking technology and forward-thinking platforms to trade the financial products they know and love.

Did we mention we have offices in countries? Yes, when you join IG Group, you'll have the chance to work across multiple brands, with people all over the world. Join us for an exciting future and let’s innovate together

Your role in the Team

This team is responsible for developing and delivering all strategies and campaigns to impact active clients, engagement and retention. 

What you’ll do

Customer Engagement Strategy

Build comprehensive, commercial Engagement and Retention strategies across short/mid/long-term planning process.

Lead team members to develop integrated campaigns across content, social, events and CRM.

Develop and execute comprehensive programs of work that increase customer engagement across key metrics including active clients, time on book, trade volume and frequency, proactive and reactive retention.

Evolve existing customer journey programmes, tailored for specific market needs. Build new customer journey programs to move key portfolio metrics.

Proactively identify opportunities engagement growth and innovation across various channels, staying ahead of industry trends and emerging technologies.

Campaign Delivery

Design and implement end-to-end customer journey campaigns across multiple channels, focusing on post first trade journeys based on behavioural insights.

Manage the development and delivery of campaigns, leveraging centrally created programmes where relevant.

Budgets

Manage spend within allocated budgets.

Monthly reporting on committed budgets, accruals and remaining budget.

Performance

Deliver a measurable uplift in key engagement metrics.

Monitor and forecast customer active usage and attrition, providing insights to optimise performance.

In collaboration with the research team, analyse in market performance across our brand & competitors to make compelling, insights-driven recommendations.

Team Leadership

Lead four direct reports across the Engagement workstream.

Lead development planning and quarterly review process.

Participate in talent planning and calibration.

Who we’re looking for?

You’re curious about things like the client experience, the rapid developments in tech, and the complex world of fintech regulation. You’re also a confident, creative thinker with a knack for innovating. We know that you know every problem has a solution. Here, you can try new ideas, and lead the way in creating inspiring experiences for our clients and everyone around you.

We don’t fit the corporate stereotype. If you want to work for a traditional, suit-and-tie corporate that just gives you a pay cheque at the end of the month, we might not be for you. But, if you have that IG Group energy and you can stand behind what we believe in, let’s raise the bar together.

What you’ll need for this role

Existing experience in Lifecycle & Retention Marketing within Saas or Fintech or Services (a MUST)

Previous hands on experience using Salesforce. 

Ability to work collaboratively, building strong relationships across various teams to achieve common goals.

Proven project management skills with the capability to deliver projects on time.

Strong written and verbal communication skills to effectively convey complex ideas and strategies.

Thrive in a fast-paced environment with a flexible approach to problem-solving.

Deep understanding of customer data, including behavioural and attitudinal insights, to guide decision making.

How you’ll grow

When you join IG Group, we want you to have more than a job – we want you to have a career. And you can. If you spot an opportunity, we want you to chase it. Stretch yourself, challenge your self-beliefs and go for the things you dream of. With internal and external learning opportunities, and the tools to help you skyrocket to success, we’ll support you all the way.

And these opportunities truly are endless because we have some bold targets. We plan to expand our global presence, increase revenue growth, and ultimately deliver the world’s best trading experience. We’d love to have you along for the ride.

The perks

It really is more than a job. We’ll recognize your talent and make sure that you can still have a life – at work, and outside of it. Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, extra time off… the list goes on.

Where you’ll work

We follow a hybrid working model; we reckon it’s the best of both worlds. This model also feeds into our secret ingredients for innovation: diversity, flexibility, and close connection. Plus, you’ll be welcomed into a diverse and inclusive workforce with a lot of creative energy.

Ask our employees what their favorite thing is about working at IG, and you’ll hear an echo of ‘our culture’ That’s because you can come to work as your authentic self. The things that make you, you – like your ethnicity, sexual orientation, faith, age, gender identity/expression or physical capacity – can bring a fresh perspective or new skill to our business.

That’s why we welcome people from various walks of life; and anyone who wants to help us realize our vision and strategy.

So, if you’re keen to connect with our values, and lead the charge on innovation, you know what to do.

Apply now

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