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Form of work- Recognition @ Latitude: Education support, Better giving programme with charity partners, Latitude matches dollar for dollar and Community partner days.
- Annual salary reviews and an appealing bonus package to complement your compensation
- Flexibility @ Latitude: Flexible work arrangements - balance work and personal responsibilities, Hybrid set up - work from home & the office, 3 Days paid volunteer leave annually, paid community service leave, paid compassionate / bereavement leave
Reporting to GM Product and Portfolio Management, the Head of Portfolio & Channel Management is responsible for designing and executing the customer engagement strategy to optimise the risk and returns of the cards portfolio through its direct and indirect consumer channels
The role will be responsible for both the strategic design & performance management of direct portfolio stimulation and growth initiatives AND digital channel performance for the Credit Card business.
About the role.
In this role, you'll:
- Create the strategic vision and tactical execution plan bringing together your immediate team and cross-functional partners to deliver on our Customer Engagement ambitions. This includes:
- Leading the build, design and implementation and optmisation of our portfolio management strategies to maximise portfolio growth across all customer contact and communication points
- Leading the transition from individual campaigns into integrated customer-life-cycle marketing leveraging analytical driven opportunity identification, offer management & personalisation and customer fulfilment
- Leading, defining and optimising the digital channel capability & roadmap to ensure seamless multi-channel customers experiences.
- Drive new initiatives to automate processes and operations, enhance functions to improve overall efficiency and effectiveness of the customer engagement program
- Lead and partner with cross functional stakeholders to ensure the delivery of initiatives and successful go-to-market of customer programs. Effectively use customer research, data and insights for opportunity identification. Ensure initiatives have a balanced focus of tactical delivery and strategic capability build prioritised by commercial and strategic rationale.
- Embed quantitative disciplines in managing portfolio performance through insights generation, measurement and reporting of program & Channel performance. Undertake a value driven approach to monitor program performance at a customer, channel, campaign and offer level and make necessary adjustments via a robust test and learn approach
About you:
- Over 10 years working experience driving customer engagement programs ideally within a financial services context or within a digital transformation programs.
- Previous experience in developing and managing customer engagement or loyalty programs. (Credit Card Experience highly sought after)
- Strong financial acumen and a deep understanding of how customer drivers, behaviours translate directly into P&L impacts. Highly analytical with strong numeric sense
- Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
- Ability to work unsupervised and adjust priorities quickly as circumstances dictate
- Demonstrated problem-solving and decision-making skills
- Ability to work in a team-oriented environment
Sometimes the best candidates don't have 100% of what is listed above, but if you have most and are confident you'd be a good fit, we'd love to hear from you!
Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.
We're Latitude, partners in money. Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans, and insurance is what we offer - but what we really are is a platform that helps people shop and live better.
Always living and breathing our values. Act Right, Show Care, Be Curious.
Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.
