Senior CVM Manager in London

Connecting clients to markets – and talent to opportunity.
With 5,400+ employees and over 80,000 institutional, commercial, and payments clients, we operate from more than 80 offices spread across six continents. As a Fortune 100, Nasdaq-listed provider, we connect clients to the global markets – focusing on innovation, human connection, and providing world-class products and services to all types of investors.
Whether you want to forge a career connecting our retail clients to potential trading opportunities, or ingrain yourself in the world of institutional investing, StoneX Group is made up of four business segments that offer endless potential for progression and growth.

Business Segment Overview:

Corporate: Engage in a deep variety of business-critical activities that keep our company running efficiently. From strategic marketing and financial management to human resources and operational oversight, you’ll have the opportunity to optimize processes and implement game-changing policies.

Position Purpose: The Senior CVM Manager will be responsible for the planning, testing, implementation and analysis of all technology, automation and data-led projects for the Self-Directed business. Working closely with the CRM product and development teams, you will be a bridge between the technical and marketing business, identifying gaps and working on solutions which will increase efficiency and optimisation of client facing journeys and overall experience. The role will also involve team management and co-ordination of global campaigns.

Primary duties will include:

• Be the lead point of contact for cross-functional teams (Content, Insights, GDI) to ensure project planning and delivery flows smoothly
• Be the lead point of contact for CVM team to ensure all global campaigns are aligned and the team have information on all projects
• Working with CVM Director, drive end-to-end solution implementation and ensure projects are successfully executed by the teams
• Work closely with Salesforce, Marketing Cloud and Microsoft Dynamics Product Owners / Managers and Developers to perform technical solutions assessment when necessary
• Demonstrate technical expertise to design and implement simple CRM solutions (e.g. simple, everyday queries for journeys)
• Work with stakeholders to understand specific market requirements and implement solutions that deliver market-specific customer experiences
• Contribute across all phases of project delivery (e.g. Plan, Analyse, Design, Build and Test)
• Collaborate closely between stakeholders to ensure high quality and timely resolution of customer journeys, automation and other smart implementation
• Ensure project quality meets standards through metric identification and testing plan
• Create and maintain documentation on journey processes for all channels, workflows best practice, and application support materials
• Provide guidance where necessary for the teams on approach and strategy and lead the team in ensuring best practice is adhered to
• Work with the Insights team to develop a framework for:
  • Regular reporting and monitoring of key CVM KPIs:
    • Customer Lifetime Value
    • Segmentation
    • Targeting Strategies
    • Campaign ROI
• Manage stakeholder expectations in terms of when journeys email/new approaches can be tested and implemented into live campaigns
• Implement an optimisation plan that enables us to test, learn and improve regular client communications

Knowledge and Experience

• Appropriate experience at a similar level within ecommerce led organizations
• Proven track record of coordinating and delivering projects at a regional and global level
• Deep understanding of automation, personalization and segmentation and their impact on delivery
• Proven track record of delivering CRM campaigns and journeys that improve client retention and LTV
• Knowledge and experience with tools such as Exact Target / Salesforce Marketing Cloud and Microsoft Dynamics
• Results driven/commercially orientated

Qualification and Skills

• Educated to degree level or equivalent
• Excellent attention to detail
• Ability to work to tight deadlines, drive projects and to prioritize effectively
• Self-starter, ability to take initiative and co-ordinate projects