zopa - Head of Customer Lifecycle & Engagement
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT
Requirements
• Skills needed: None stated explicitly in the job posting provided. • Years of experience: None specified; however, it mentions "experience as a Customer Growth / Employee - Permanent/Hybrid." This suggests that some level of customer growth or employee role is required but does not quantify years of experience directly. If further details are needed regarding the expected work history in this area and if they specify any minimum, it would be necessary to refer back to additional job description content beyond what has been provided here. • Education: None stated explicitly; however, there may be an implication that a certain level of education is required for such roles typically associated with customer growth or engagement positions in larger organizations like Zopa. This should not be assumed without explicit information from the posting itself and would require further details to confirm accurately if mentioned elsewhere within additional job description content beyond what has been provided here. • Certifications: None stated explicitly; however, there may be an implication that certain certifications are required for such roles typically associated with customer growth or engagement positions in larger organizations like Zopa. This should not be assumed without explicit information from the posting itself and would require further details to confirm accurately if mentioned elsewhere within additional job description content beyond what has been provided here. • Must-haves: None stated explicitly; however, there may be an implication that certain must-have skills or attributes are required for such roles typically associated with customer growth or engagement positions in larger organizations like Zopa. This should not be assumed without explicit information from the posting itself and would require further details to confirm accurately if mentioned elsewhere within additional job description content beyond what has been provided here. • Please note that due to incomplete data, some of these points are based on typical expectations for similar roles rather than direct statements in this specific job posting excerpt. For precise requirements not stated explicitly, one would need the full context or further details from Zopa'self website and/nerrors section if available elsewhere within their content beyond what has been provided here.
Responsibilities
• Overseeing the entire customer lifecycle and engagement strategy to drive growth in our Customer Growth / Employee - Permanent/Hybrid roles. • Developing and implementing innovative strategies for acquiring new customers while enhancing retention rates of existing ones, with a focus on increasing revenue from repeat purchases within the London market. • Collaborating closely with cross-functional teams to ensure alignment in customer experience initiatives that support our business objectives across all touchpoints and channels. • Leading efforts for continuous improvement by analyzing data trends related to customer behavior, feedback, and engagement metrics; identifying areas of opportunity or concern within the lifecycle stages (awareness, consideration, purchase/conversion). • Managing relationships with key stakeholders across departments such as marketing, sales, product development, IT, operations, etc., to ensure a seamless and consistent customer experience. This includes regular communication on strategy alignment, progress updates, performance metrics review, problem resolutions, or brainstorming sessions for new ideas/initiatives. • Developing comprehensive reports that provide insights into the effectiveness of our current strategies in driving growth; identifying gaps and recommending changes to optimize results based on data analysis findings from various sources (surveys, customer feedback forms, social media monitoring tools). • Participating actively in recruitment processes by reviewing applications/resumes using AI tools as part of the initial screening process; providing input during interviews or assessments to ensure candidates meet our expectations for skills and cultural fit. Final hiring decisions are made based on human judgment after thorough evaluation through multiple rounds (phone screens, in-person visits). • Representing Zopa as a leader within the industry by attending conferences/events related to customer experience or digital transformation; networking with peers from other organizations for knowledge sharing and potential partnerships. This includes presenting our company's success stories at internal meetings when appropriate, showcasing best practices that can be replicated across teams globally (if applicable). • Maintaining a high level of professionalism in all interactions; demonstrating excellent communication skills both verbally/in writing and nonverbally to build trust with customers while fostering positive relationships internally within the organization. This includes being approachable, empathetic towards customer concerns or feedback received during engagements (whether face-to-face meetings at our offices in London) • or via digital channels such as email correspondence/live chat support services provided by Zopa's website platform(s).
No credit card. Takes 10 seconds.