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Manager, Customer Experience

1903966 Requisition #
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Manager, Customer Experience Vilnius, Lithuania

Are you looking to supervise a wide range of programs and projects to ensure successful delivery of key initiatives that will transform the way Western Union engages with its consumers? Do you enjoy collaborating with stakeholders within a Consumer Engagement Management Program (CEM)? Join Western Union as Customer Experience Manager.   


Motivated by our values: purpose driven, globally minded, and trustworthy & respectful

We’re a FinTech that’s using insight from customers and colleagues worldwide to improve financial services for families, small businesses, multinational corporations, and non-profit organizations. We’re a team of over 10,000 people spanning 200 countries and territories. We believe when money moves, better things happen. 

Better starts and ends with customer

In this role, you will be responsible for Western Union's consumer engagement programs and loyalty initiatives across the EUCIS region. This position will serve as the liaison to the countries’ marketing teams to drive more share-of-wallet and retention from our existing consumer base. Additionally, the role will lead efforts to align priorities, rollouts, KPIs and training with the CARE team centrally, and coordinate with the central CEM contact, to drive initiatives and roadmap. You will devise strategy recommendations to drive consumer engagement, retention to ultimately increase consumer lifetime value. In addition, you will collaborate with different teams and serve as the CEM team liaison to the CARE team. You will develop, test and learn plan to optimize funnel marketing efforts and positively influence consumer behavior uncovering opportunities to increase consumer loyalty.


To be successful in this role, you will have over 5 years of relevant experience with customer engagement programs preferably in the financial services industry. You will be team orientated with entrepreneurial spirit, highly organized and result driven. You will have an aptitude for managing, processing and understanding data, with a good understanding of digital marketing strategies across all the existing customers’ touchpoints. You will also be a strategic thinker with a proven track record of successfully leading and delivering on large scale projects within an allocated budget while prioritizing multiple initiatives based on impact to the business.


Join us, and let’s move money for better

Western Union is transforming its business and shaping the financial services sector by driving quality, convenience, and customer service to new levels of excellence. It’s an exciting time for our organization, as the largest cross-border money transfer operator, trusted by millions of consumers around the world. If you’re ready to unleash your potential to help drive change through bottom-up innovation, apply now.


We’re a company on the move, and we want our people to grow and develop. You’ll have plenty of opportunities to learn new skills and build a career, as well as a great salary and benefits package.


Inclusion and diversity are fundamental to our culture and success. Western Union is proud to be an Equal Opportunity-Affirmative Action Employer. The company will provide accommodation to applicants, including those with disabilities, during the recruitment process, in accordance with applicable laws. We are committed to equal employment opportunity regardless of race, color, religion, sex (including pregnancy or related medical conditions), national origin, veteran status, sexual orientation, gender identity, age, disability, marital status, or any other protected category.


Annual base salary gross: 31,112 – 58,668 EUR


The base salary range represents the low and high end of the Western Union salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate’s qualifications, skills, and competencies.  The salary is one component of Western Union’s total compensation package for employees. Other rewards and benefits include short term incentives, health insurance (several options to choose from), accident and life insurance, access to the best in class learning and development platforms, flexible work arrangement, to name just a few!


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