At a Glance
- Tasks: Drive customer success and engagement for small and medium-sized businesses in the payments sector.
- Company: Join Barclays, a leader in financial services with a focus on innovation.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Dynamic role based in Northampton with opportunities for personal and professional growth.
- Why this job: Make a real impact by enhancing customer experiences and driving commercial growth.
- Qualifications: Customer-focused mindset, strong analytical skills, and experience in project delivery.
The predicted salary is between 50000 - 60000 £ per year.
Join us as a Customer Success Manager- BPL where you will be responsible for delivering great customer and commercial outcomes across the full customer lifecycle. These outcomes will be driven from activating, engaging and retaining our customers with card and payments products and propositions to support Small and Medium sized clients (businesses with card turnover of above £6.5m to £50m).
As a critical member of the Customer Engagement team within Barclaycard Payments small and mid‑sized business, you will be responsible for supporting the delivery of our commercial plan by leading and driving growth initiatives that optimise the commerciality and customer experience within each stage of the customer lifecycle. You will have a direct and tangible impact on the Barclaycard Payments P&L by executing transformational strategies across our customer activation, engagement and retention pillars.
Key Accountabilities:
- Supporting the design and execution of new propositions, campaigns and offers across the customer lifecycle to deepen customer relationships, optimise customer experience, and drive commercial growth (improved activation, higher engagement, reduced attrition).
- Leading effective lifecycle working groups to monitor and review performance across our channels and lifecycle phases to identify where we are out‑performing, hitting, or behind targets, before working collaboratively with the wider functions to identify opportunities to rectify performance, or leverage best practice and embed this within our wider portfolio.
- Supporting with the definition and execution of a new High Value Strategy to retain, engage and grow relationships and income generation with our largest customers.
- Working with strategic external partners to drive our joint commercial agenda and strategy.
- Optimising the customers contact and channel strategy to strive for improved engagement and ROI across our Digital and Telephony channels.
- Generation of rich customer insight through the analysis of customer, competitor and industry trends, alongside portfolio performance; acting on and communicating this analysis to stakeholders to empower enhancements to propositions, offers and activities that meet customer needs across the lifecycle.
- Collaborating with our go‑to‑market teams to embed a new customer segmentation strategy, allowing us to differentiate the way we speak to each customer persona through more tailored, targeted and timely communications, triggered by key behaviours or lifecycle moments.
Qualifications:
- Customer Focus – Fully appreciates the need for customer outcomes to be at the centre of all decision‑making.
- Commercial Focus – ability to design solutions that drive balanced customer and commercial outcomes.
- An understanding of payments industry, e‑commerce and banking sector.
- Strong commercial acumen, able to develop and execute strategies against the right KPIs.
- Proven experience in delivering projects at pace.
- Numeric / analytical / commercial awareness.
- Data management and analysis.
- People Management.
This role is based in Northampton. All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.
Customer Success Manager - BPL in Northampton employer: Dormont Manufacturing Co
At Barclaycard Payments, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Customer Success Manager in Northampton, you will have the opportunity to make a significant impact on our small and medium-sized clients while benefiting from comprehensive professional development programmes and a strong focus on employee well-being. Join us to be part of a team that values respect, integrity, and excellence, ensuring that your contributions are recognised and rewarded in a dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - BPL in Northampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Dormont Manufacturing Co. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Dormont Manufacturing Co before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - BPL in Northampton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Dormont Manufacturing Co:Your cover letter is your chance to shine! Tell us why you want to work at Dormont Manufacturing Co specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Dormont Manufacturing Co!
How to prepare for a job interview at Dormont Manufacturing Co
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
