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For Companies At a Glance
- Tasks: Lead the strategy for customer management in a growing UK lender.
- Company: Join a dynamic and profitable fintech company in London.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Why this job: Take ownership of impactful projects and drive real change in customer experience.
- Qualifications: Experience in ECM and credit strategy, plus SQL/SAS skills.
- Other info: Be part of a team that values innovation and accountability.
The predicted salary is between 72000 - 108000 ÂŁ per year.
A rare opportunity to take full ownership of Cards ECM in a profitable, scaling UK-regulated lender.
THE ROLE
- End-to-end portfolio ownership: You will define and execute lifecycle strategy from activation through growth, retention, and reactivation, setting credit line and APR strategies, vintage reâpricing, balance transfer propositions, and crossâsell/upâsell activity. You will be accountable for overall portfolio performance, including exposure management, vintage roll rates, early delinquency management, revolver vs transactor segmentation, and attrition reduction.
- Strategic and regulatory alignment: You will sponsor scorecard and policy changes with Credit Risk, run testâandâlearn programs at scale, align acquisition strategy with inâlife portfolio learnings, and ensure compliance with FCA Consumer Duty, Fair Value Assessments, reasonable foreseeability testing, vulnerable customer oversight, and Section 75 considerations.
- Leadership and governance: Lead weekly performance reviews with clear drivers, decisions, and owners; write and present papers to Credit Risk Committee and CustCo; manage crossâfunctional dependencies; challenge senior stakeholders where necessary; and ensure all decisions are executed with accountability and commercial focus.
REQUIREMENTS
- ECM/credit strategyâexperience running/ownership of ECM within a lender
- SQL/SAS experience
HOW TO APPLY
Please apply below or send CV.
Head of Existing Customer Management (ECM) in London employer: Harnham
Contact Detail:
Harnham Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Head of Existing Customer Management (ECM) in London
â¨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those already working in ECM or related fields. A friendly chat can lead to insider info about job openings and even referrals.
â¨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their approach to customer management and be ready to discuss how your experience aligns with their goals. We want you to shine!
â¨Tip Number 3
Showcase your skills! If you have experience with SQL or SAS, be sure to highlight that in conversations. Practical examples of how you've used these tools in previous roles can really set you apart.
â¨Tip Number 4
Donât forget to apply through our website! Itâs the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of Existing Customer Management (ECM) in London
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV speaks directly to the role of Head of Existing Customer Management. Highlight your experience in ECM and credit strategy, and donât forget to sprinkle in some SQL/SAS skills if youâve got them!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why youâre the perfect fit for this role. Talk about your leadership experience and how youâve successfully managed portfolios in the past.
Showcase Your Achievements: When detailing your experience, focus on specific achievements that demonstrate your ability to drive portfolio performance. Numbers speak volumes, so include metrics where possible to back up your claims!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. Itâs the best way for us to receive your application and ensures you donât miss out on any important updates!
How to prepare for a job interview at Harnham
â¨Know Your Portfolio Inside Out
Before the interview, make sure you understand the end-to-end portfolio management process. Be ready to discuss your experience with lifecycle strategies, credit line settings, and how you've tackled challenges like attrition reduction in previous roles.
â¨Showcase Your Strategic Mindset
Prepare examples that highlight your ability to align credit risk strategies with regulatory requirements. Discuss any test-and-learn programmes you've implemented and how they improved portfolio performance, demonstrating your strategic thinking.
â¨Demonstrate Leadership Skills
Be ready to talk about your leadership style and how you've led cross-functional teams in the past. Share specific instances where you managed performance reviews or presented to senior stakeholders, showcasing your ability to drive accountability and focus on commercial outcomes.
â¨Brush Up on Technical Skills
Since SQL and SAS experience is crucial for this role, ensure you're comfortable discussing your technical skills. Prepare to answer questions about how you've used these tools to analyse data and inform your credit strategy decisions.
