GCB 4

Customer engagement delivery (people manager)

• Lead and develop a team to deliver end-to-end engagement program (seminars, webinars, client roundtables, partner events, hybrid formats) across PB/CMB/Broker/EB.
• Own engagement planning cadence (annual/quarterly plan), delivery governance, execution standards and post-event evaluation.
• Ensure proposition messaging is consistent across legacy planning, retirement, wealth growth and health, with clear customer value propositions and call-to-actions.

Business prioritization, channel partnership and performance management

• Partner with channel owners to align priorities, target segments (with emphasis on HNW), and engagement objectives; manage trade-offs across competing demands.
• Drive stakeholder alignment across proposition, marketing/communications, operations and risk/control partners to deliver at pace.
• Track and report performance (e.g., attendance quality, leads, pipeline, conversion, customer outcomes) and drive continuous improvement through insights.

Strategic new initiatives (growth enablement)

• Support the Head of Customer Event & Engagement on strategic initiatives beyond current distribution channels, including pilots, partnerships and new go-to-market approaches.
• Build and manage project plans, governance milestones, dependencies, risks and success metrics; translate strategy into executable delivery.

Governance, risk and controls

• Ensure required approvals and controls are followed for engagement activities (content sign-off, customer communications, vendor management where applicable).
• Maintain audit-ready documentation and proactively manage delivery risks (capacity, timelines, messaging consistency, execution quality).

To be successful you will need:

• Strong business prioritization capability; able to make clear trade-offs and deliver against outcomes.
• Strong project/program management skills (planning, governance, dependency management, risk/issue management, post-implementation review).
• Strong stakeholder management and influencing skills across multiple channels and senior stakeholders.
• Commercial and analytical mindset: Experience delivering customer engagement/event program with measurable outcomes (financial services/wealth/insurance preferred).
• People management experience (or strong evidence of leading through others), with coaching and performance management capability.
• Strong communication skills (clear, concise, audience-appropriate) and high attention to detail.

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