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For Companies At a Glance
- Tasks: Lead the client experience strategy and enhance engagement through innovative marketing plans.
- Company: Evelyn Partners has been a trusted name in UK wealth management for over 180 years.
- Benefits: Enjoy competitive salary, hybrid work, private medical insurance, and generous holiday packages.
- Why this job: Join a passionate team dedicated to exceptional service and making financial guidance accessible to all.
- Qualifications: Experience in client experience marketing and strong analytical skills are essential.
- Other info: Diversity and inclusion are core values; we support all applicants throughout the hiring process.
The predicted salary is between 43200 - 72000 £ per year.
This job is brought to you by Jobs/Redefined, the UK’s leading over-50s age inclusive jobs board.
Company Description
For over 180 years, Evelyn Partners has been a leading force in UK wealth management and professional services. Our legacy is built on a commitment to helping individuals and businesses achieve their financial aspirations. We believe that expert financial guidance should be accessible to all, and we’re dedicated to making that a reality.
Our success hinges on our people and that’s our secret for longevity. We are a team of passionate professionals united by a shared purpose: to deliver good advice and exceptional service. Through strong partnerships and seamless collaboration, we have become a trusted advisor to countless clients.
Job Description
What will you be doing?
We’re seeking a talented individual to join our Marketing team in London as Head of Customer Experience. This role will be responsible for driving a deep understanding of client needs and measuring how our current delivery of client experience supports those needs. The goal is to develop marketing plans that increase share of wallet, referrals, and retention through enhanced client engagement, as well as partnering with the wider business in the development and execution of client experience initiatives to further support our commercial growth strategy.
This role requires a strategic and analytical thinker with a deep understanding of client needs, market trends, and consumer behaviour, an ability to work collaboratively and build strong relationships at a senior level across the financial services business, and a track record of cross-functional partnering to implement client experience initiatives and marketing plans with a demonstrable impact on commercial success.
As Head of Customer Experience, your responsibilities will include:
- Client Engagement Strategy: Work with the Head of Commercial Transformation and senior stakeholders in the business to create and implement a client engagement strategy that supports our commercial growth plan, increasing share of wallet, referrals, and retention.
- Client Feedback: Collect and analyse client feedback through our client care programme to identify specific and thematic areas for improvement, and work with senior stakeholders across the business to ensure that feedback is delivered in a timely and actionable way. Review and shape that programme to maximise its impact on our commercial goals.
- Marketing Strategy Development and Campaign Management: Create and implement a comprehensive client marketing strategy and plan, and implement marketing campaigns that increase client engagement and support our commercial growth plan by driving share of wallet, referrals, and retention.
- Measurement: Define, monitor, and analyse key performance indicators related to client experience and client marketing performance, partnering with the Head of Trading Performance to measure effectiveness and make data-driven decisions.
- Leadership: Lead and mentor direct reports overseeing client care and client campaign activity, providing guidance and support while also being a leader across the marketing function and the wider organisation.
Qualifications
To be successful in this role, you should have:
- Proven experience in client experience marketing with a track record of delivering client-focused campaign activity to increase client engagement.
- Proven ability to oversee client care programmes and drive measurable improvements in commercial goals.
- Highly analytical and strategic thinker with practical problem-solving skills.
- Excellent communication and leadership skills.
- Ability to work collaboratively with cross-functional teams and build positive relationships with senior stakeholders.
- Deep knowledge of established and new client experience thinking and practices with an appetite for innovation.
Desired
- University education likely but not necessary.
- Marketing or client experience management qualifications helpful but not essential.
- Evidence of curiosity and expertise about the latest client experience developments would be beneficial.
Additional Information
As a colleague here at Evelyn Partners, you will have access to benefits that include:
- Competitive salary
- Private medical insurance
- Life assurance
- Pension contribution
- Hybrid working model (role dependent)
- Generous holiday package
- Option to purchase additional holiday
- Shared parental leave
- Fully funded training towards professional qualifications
- Cycle to work scheme
- Season ticket loan
- Eye care support
We believe that diverse perspectives and experiences are the cornerstone of our success. At Evelyn Partners, you’ll find an inclusive environment where everyone feels valued and supported. Our commitment to diversity, equity, and inclusion is evident in our active employee resource groups and ongoing initiatives.
We are committed to providing reasonable adjustments throughout the application process. Please don’t hesitate to discuss your needs with your recruiter.
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Head of Customer Experience employer: Evelyn Partners
Contact Detail:
Evelyn Partners Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Experience
✨Tip Number 1
Familiarize yourself with the latest trends in client experience and marketing strategies. This will not only help you understand the role better but also allow you to speak confidently about how you can contribute to Evelyn Partners' goals.
✨Tip Number 2
Network with professionals in the financial services sector, especially those who have experience in client engagement and marketing. Building these connections can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented client care programs or marketing campaigns in the past. Highlight measurable outcomes to demonstrate your impact on commercial success.
✨Tip Number 4
Showcase your leadership skills by discussing how you've mentored teams or collaborated with cross-functional groups. Emphasizing your ability to build strong relationships will resonate well with the hiring team at Evelyn Partners.
We think you need these skills to ace Head of Customer Experience
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications required for the Head of Customer Experience position. Tailor your application to highlight relevant experiences that align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasize your proven experience in client experience marketing and any successful campaigns you've led. Use specific examples that demonstrate your ability to increase client engagement and drive commercial success.
Showcase Analytical Skills: Since the role requires a highly analytical mindset, include examples of how you've used data to inform decisions or improve client care programs. Mention any key performance indicators you've defined and monitored in previous roles.
Demonstrate Leadership Abilities: As this position involves leading and mentoring a team, be sure to discuss your leadership style and any relevant experiences where you've successfully guided teams or collaborated with senior stakeholders to achieve common goals.
How to prepare for a job interview at Evelyn Partners
✨Understand Client Needs
Make sure to demonstrate your deep understanding of client needs and how they relate to the company's goals. Prepare examples of how you've successfully identified and addressed client feedback in previous roles.
✨Showcase Analytical Skills
Be ready to discuss your analytical approach to measuring client experience and marketing performance. Highlight specific metrics you've used in the past to drive improvements and support commercial growth.
✨Emphasize Collaboration
This role requires strong cross-functional collaboration. Share experiences where you've worked with senior stakeholders or different teams to implement successful client experience initiatives.
✨Demonstrate Leadership Qualities
As a potential leader, it's important to convey your leadership style and how you mentor others. Prepare to discuss how you've guided teams in achieving client engagement goals and fostering a positive work environment.
