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Customer Relationship Management (CRM) Executive

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Barclays

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Location:
United Kingdom , Edinburgh ▼

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Salary:

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Job Description:

Join us as a Customer Relationship Management (CRM) Manager within the Brand and Customer Engagement team supporting the Servicing and Regulatory Communications function. You will support the delivery of customer communications (primarily email and letter format) ensuring communications meet regulatory requirements and support effective servicing outcomes. The role spans credit cards, loans and savings, working closely with internal stakeholders to deliver timely, accurate and customer-focused communications.

Job Responsibility:

  • Support the delivery of customer communications (primarily email and letter format) ensuring communications meet regulatory requirements and support effective servicing outcomes
  • Define customer objectives, analyse customer data, develop a testing plan, customer triggers and next best action communications to drive revenue growth through customer engagement, growth, and retention
  • Development of a comprehensive CRM strategy aligned with overall business objectives
  • Implementation of marketing automation processes to streamline and personalise customer communications
  • Customer needs assessment through research and data analytics to derive insights into customer behaviour and develop segmentation to tailor marketing activity to different target audiences
  • Development of plans and strategies for each customer segment, including setting of goals, communications, set up of triggers and measurement approaches, and regular review of progress
  • Selection, implementation and optimisation of CRM technology to meet business needs
  • Collation of client feedback and insights to understand their evolving needs and preferences, leveraging data and analytics for the identification of trends and opportunities for improvement
  • Maintenance of client records, including account information, interactions, and documentation

Requirements:

  • Marketing qualification and/or experience in customer communications
  • Experience writing and executing customer communications

Nice to have:

  • Experience in CRM or email marketing
  • Knowledge of regulatory or servicing communications
  • Regulated industry experience in particular within financial services
What we offer:
  • Competitive holiday allowance
  • Life assurance
  • Private medical care
  • Pension contribution

Additional Information:

Job Posted:
May 05, 2026

Work Type:
Hybrid work
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