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Customer Communications Specialist - ABN AMRO Bank

Location: Utrecht
Employment: Full-time
ABN AMRO Asset Based Finance, N.V. (ABF), located in Utrecht (the Netherlands), is internationally cross border organised and has operating companies in Germany, France, the United Kingdom and the Netherlands.

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Customer Communications Specialist

At a glance

ABF is designed as a subsidiary of ABN AMRO Commercial Banking. ABF provides Leasing and Commercial Finance/Asset Based Lending solutions. We want to be ONE organisation providing asset based finance solutions to small, corporate and international business clients, distributing our products through omni channel, digitally (providing standard solutions and convenience) as well through personal sales (providing a coverage model for complex solutions and expertise).

We want to be a leader in the Netherlands and the fastest grower in other countries we operate in. We need to be responsive to continuous changing client preferences and clients deciding which channel they want to use: digital or personal. So we will devote maximum efforts to build and further improve our automated and digital capabilities, whilst becoming more efficient in structuring tailored ABF solutions. We will support clients making their business sustainable and circular by providing relevant ABF-solutions. 

Your job

As a Customer Communications Specialist, you will have the clients needs at the very heart of your activities and aim to improve their experience. To do this, you will work with internal stakeholders and the CX Lead to design a communication client servicing framework (both product and process) for an optimum customer journey for our existing customers. Having the ability to see the bigger picture, you will use your extensive customer communication experience to offer up new ideas and act as a key consultant.

Applying a multi-channel approach, you will have had experience in recommending and implementing both digital and non-digital solutions to answer customers servicing needs. Ideally, you would have also worked with e-CRM platforms and used these to affect both at a strategic and tactical level.

The Customer Communications Specialist will have a clear understanding of the importance of good client servicing communication frameworks. You will be the architect of our improvement strategy as well as implementing the roadmap of tactical activities which translate this strategy into execution.

Working closely with key internal stakeholders in operations, servicing, CX and of course marketing team, the Customer Communications Specialist will also take initiative and optimize the cooperation within ABN AMRO in a formal and informal matter, aimed at realizing cooperation benefits and One Bank alignment. 

Working environment

The Customer Communications Specialist reports to the Head of Channel Marketing & Communication. Based in Utrecht, NL with occasional travel requirements.

We are a small international marketing team operating over 4 countries and across 2 business lines. As such most of our focus is on brand awareness and lead generative activities but we want to expand our services and expertise with external customer communication starting but not exclusive to the SME convenience NL Lease business line. As a senior member of the Marketing department the Customer Communications Specialist will act as people and knowledge enabler to the client operations service "chain".

Your profile

Job specific knowledge

The Customer Communications Specialist will play a vital role in the improvement of our customer servicing experience. You will drive forward our client servicing communication solutions to enable ABF to make a step-change in this critical area. Specific responsibilities include:

• CRM and customer journey development
• Experience of identifying, targeting and finding creative ways to communicate with customers. Including campaign and content development and digital outreach, email marketing, social media etc
• Strong experience of advising on customer-orientated improvement processes 
• Experience owning, formulating and driving the implementation of client servicing frameworks.
• 10 years+ customer communications experience – design strategy and delivery. 

Job specific competences

• Native Dutch speaker with excellent English, both verbally and in writing 
• Overcomes obstacles, keeps calm, seeks and acts on feedback and is an effective role-model for a long-term sustainable career 
• Adaptability to change 
• An entrepreneurial spirit with the ability to work autonomously, maintaining good at structure, monitoring timelines and maintain an overview 
• A great team player who is experienced in working or desire to work as part of a close-knit team 
• An expert in stakeholder management, creating support by adapting your style and building relationships with different international stakeholder groups
• Managing dialogues, influences perspectives, by actively listening and displaying empathy within the different cultures. Adapts to the progressive organisational dynamics. 

We are offering

• An annual public transport pass valid throughout the Netherlands for all public transport services.
• An additional personal development budget of € 1,000 per year, which you can freely use for your development.
• An annual salary growth of up to 7% based on your development.
• Includes a benefit budget with which you can buy flexible terms of employment (e.g. bicycle, telephone).
• A gross annual salary of between 55,000 and 80,000 Euros based on a 40-hour working week, depending on knowledge and experience.
• We offer you the freedom to get the best out of yourself, to work flexibly and to have lots of room to grow.
• A good pension scheme and disability insurance.

Interested?

Interested? Please submit your CV and cover letter to the link provided.

Equal opportunities for all

The success of our organisation depends on the quality of our people and the ideas that they have. Truly surprising insights and innovative solutions for our clients result from an interplay of cultures, knowledge and experience. Diversity is therefore extremely important to our organisation. To ensure that everyone at ABN AMRO can develop their talents, we encourage an inclusive culture in which all colleagues feel engaged and appreciated.

Disclaimer external recruitment agencies

External recruitment agencies need to have a signed agreement with ABN AMRO BANK N.V., executed by a Talent Acquisition Specialist, when submitting a resume to a vacancy. In addition, a recruitment agency can only submit a resume when invited by a Talent Acquisition Specialist to join the search for a right candidate. All unsolicited resumes sent to us will be considered property of ABN AMRO BANK N.V. In this case, ABN AMRO will not be held liable to pay a placement fee.

Location:
Utrecht

Information and application:

Apply:

Please send your application for Customer Communications Specialist at ABN AMRO Bank in Utrecht including your CV via our website.

Job code:
51632
Job posted
08 juni 2021
Apply Now

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Ook een vacature plaatsen? Neem contact met ons op:


Nienke Smit   Pieter Lammers
Nienke Smit
n.smit@careerguide.nl
06-41454957
  Pieter Lammers
p.lammers@careerguide.nl
06-41454956