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Join our team as a Customer Communication Team Lead!
Yes, you can! That's our attitude towards our work, ambitions, ideas and relationships. We, at Luminor, believe that anyone has the potential to achieve big things and encourage everyone to achieve them – professionally and personally.
Whoever you are, and whatever your role is, with Luminor you will get a once-in-a-lifetime opportunity to build a local banking champion.
We are seeking a dynamic and evolution driven Customer Communication Team Manager to lead and enhance our customer communication tactics across the Baltics. This role is critical to ensure consistent, high-quality and engaging communication with customers, aligning with Luminors customer focus strategic goals. You will play a vital role in implementing excellent customer experiences, ensuring compliant communication processes, and fostering a strong team culture focused on results and collaboration.
What You Will Do:
- Implement and ensure excellent customer experience through effective communication strategies and tactics.
- Develop and contribute to customer communication tactics in line with Luminors strategy, transforming them into valuable outcomes for the organization.
- Demonstrate strong stakeholder management to ensure clear ownership and alignment among communication streams/channels, acting as a one-point-of-entry.
- Sign off high-quality content and ensure efficient and timely delivery across various Luminor channels, including emails, SMS, website, and product applications.
- Establish compliant working processes for customer communication activities, ensuring alignment with internal regulations and standards.
- Use tools like Jira and Confluence to plan and monitor customer communication activities.
- Deliver exceptional service to both customers and internal stakeholders through fostering collaboration across the Baltic region.
- Monitor team work quality, provide constructive feedback, and continuously seek opportunities for improvement.
- Represent Luminor in business communities and projects, ensuring alignment with organizational goals.
- Deliver necessary projects and implement them across the Baltics, ensuring timely execution and high-quality outcomes.
- Regularly report on communication activities and suggest continuous improvement for processes.
- Promote Luminors values and contribute to building a strong brand presence.
Team Management Responsibilities:
- Define and clarify team roles, ensuring alignment with Luminors strategic goals and values.
- Empower team members to set measurable objectives and prioritize tasks effectively.
- Provide timely feedback through 1:1 coaching, morning huddles, and weekly meetings, fostering personal and professional growth.
- Manage talent acquisition, onboarding, and performance, ensuring succession plans and development goals are in place.
- Promote a culture of risk awareness, ensuring team training and effective risk mitigation activities.
- Support the team with tools, resources, and leadership to achieve high performance and well-being.
What We Expect:
- Strong project/process management experience and skills with the ability to oversee end-to-end communication streams.
- Drive AI implementation in creating, managing, and delivering high-quality communication content.
- Managerial experience of at least 2 years, preferably in a direct report or matrix/agile setup.
- Excellent organizational, planning, and prioritizing skills with a proactive, hands-on approach.
- Flexibility, critical thinking, and the ability to adapt to change in a dynamic environment.
- High level of responsibility, ownership, and commitment to excellence.
- Experience in the banking industry and familiarity with AI tools for content creation will be considered an advantage.
- Higher degree in a relevant field.
- Outstanding verbal and written communication skills in English and at least one Baltic language (Estonian, Latvian, or Lithuanian).
What We Offer:
- Flexibility. Flexible working hours, remote work and a possibility to work from anywhere in the EU, Iceland, Switzerland and the UK (in total 90 days per year)
- International teams. Teams that go outside Pan-Baltic borders where people value challenging work together with good humour and having fun
- More vacation. Additional week of vacation are available to all employees who have been in the company for 1 year or more
- Volunteer time off. We care about giving back to...
Asukoht
- Tallinn, Harjumaa, Eesti
- Kaugtöö võimalus
Liivalaia 45, 10145 Tallinn, Estonia
Tööaeg
- Täistööaeg
Eva Šaknere
Luminor is the leading independent bank in the Baltics and the third-largest provider of financial services in our region. We serve the financial needs of individuals, families, and companies. Just like our home markets of Estonia, Latvia, and Lithuania we are young, dynamic, and forward looking.
Luminor has a strong and capable team that is committed to achieving our strategic objectives. We are dedicated to supporting sustainable growth in the Baltic region by providing a long-term commitment to businesses and individuals.