Commercial Manager, Existing Customer Management (Unsecured Lending)
Location: Petersfield, Bradford, Chatham, London
Closing Date: Tuesday 21 January 2025
We’re Vanquis Banking Group plc, a FTSE All Share company and a leading specialist bank, established in 1880. We lend responsibly, providing tailored products and services to 1.75 million UK customers through Vanquis, Moneybarn, and Snoop.
The Commercial Manager ECM role brings specialism/expertise together to lead on management of existing customer relationships, incorporating activity to drive targeted engagement, spend, balance growth and portfolio yield management. The role-holder will ensure that our product proposition serves our customers’ needs and wants in a way that is innovative and sustainable.
Key Responsibilities
1. Developing and evolving the strategy and enhancing the Cards product, specifically focusing on existing customer management activity (engagement, spend, balance growth, retention and portfolio yield management).
2. Ensuring that the credit card products are designed, developed, and managed to embrace the customer needs and good customer outcomes (GCOs) set by the business and meet the requirements of the regulator.
3. Gathering and analysing sufficient range of internal and external reference points/data and benchmarks to identify opportunities and benefits.
4. Driving performance through collaboration with Marketing and Digital teams to optimise communication/contact strategy and response/conversion metrics.
5. Identifying and making recommendations and business cases for changes to the card products for existing customers.
6. Playing a key role in the end-to-end product development lifecycle, ensuring VBL has a suite of products that supports existing customer management (ECM) card commercial strategy.
7. Managing the delivery of product initiatives across the business, leading cross-functional teams.
8. Ensure that product governance and oversight are effective to ensure good customer, regulatory and reputational outcomes.
9. Working alongside the data & analytics team to track weekly performance against budget, and to track initiative performance. Ability to use these insights to feed into the overall strategy & help to inform direction.
10. Support VBG core values and risk culture – becoming the champion of our customers.
11. Coach, mentor and support development of other members of the Unsecured Lending team.
12. Develop a network and work collaboratively across the Group to contribute to the culture, goals, align with the compliance and governance requirements and collaborate to deliver against the Group’s objectives.
What you bring to the team
1. Experience of working in a team focused on management of a Credit card/Lending P&L.
2. Awareness and understanding of the commercial and customer levers and trade-offs.
3. An understanding of product development and how to collate and manage data to support building products that meet customer needs.
4. Proven strong stakeholder engagement and collaboration skills – achieved in a remote, matrix organisation.
5. Able to manage multiple activities and drive own workload to deliver business performance and projects on time.
6. Able to shape the business thinking and strategy in this core part of the business.
7. Drive customer and commercial KPIs to deliver and/or exceed the planned ‘balanced scorecard’ for the business.
8. Able to resolve complex business problems in a logical and persuasive way for the good of the customer and business.
Benefits: At Vanquis Banking Group we believe in looking after our colleagues, so we do our best to create a rewarding, engaging, and supportive work environment across our various divisions.
We let our colleagues know we appreciate their hard work by offering competitive salaries, discretionary annual bonus, 25 days holiday up to 30 days (depending on service), pension scheme with matched company contributions up to 10%, 1 paid day to ‘give back’ benefits, and a Group wide recognition scheme. All colleagues are eligible to join a pension scheme, and, after six months’ service, you can join our ‘Save as you Earn’ and 'Buy as you Earn' schemes.
We offer a range of training and development opportunities to help each of our colleagues maximise their potential, whatever their role. From your first day working with us, we’ll help you settle into your new role and are happy to talk to you about your career aspirations.
Working Pattern: Our working style is hybrid, but we recognise the importance of collaborative working with our colleagues often 2 days per week in one of our offices. More office-based working may be required during project rollouts or when we have a higher number of users in the office.
Equal Opportunity Statement
Here at Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible.
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