Retention Campaign Specialist - Insurance
The Automobile Association
Basingstoke
15d ago

This is the job

As the Retention Campaign Specialist - Insurance you are responsible for driving and improving the retention trading performance.

Achieved through the development and delivery of a marketing programme presenting appealing loyalty and conversion offers combined with a saves toolkit of incentives used in the Renewals Call Centre.

The role works hand in hand with operations, pricing and finance to manage the drivers of performance on a daily basis ensuring delivery of the trading result.

What will I be doing?

  • Delivering and managing the retention and in-life marketing campaign programme to deliver budget uplifts on time and to budget
  • Delivering and managing a suite of retention supporting tools (toolkit) to assist the ISTAY team including customer offers, propositions and incentives
  • Managing the toolkit and marketing budgets to ensure all activity it kept to budget, escalating to the Retention Manager where appropriate
  • Responsibility for the day to day relationship with ISTAY and the Outbound retention team to ensure Commerical targets are met, at the same time as providing great customer service
  • Managing the day to day relationship with third party suppliers to ensure all offers and incentives are appealing to customers, competitively priced and redemption processes are fit for purpose
  • Working with the Analytical and MI teams to understand drivers of current performance, identify opportunities and make recommendations to the Retention Manager to drive performance improvements
  • Working with the Group Marketing teams to ensure campaigns are effectively targeted, delivered on time and creatively impactful.
  • Working with the Retention manager to help specify new marketing and proposition opportunities
  • Acting as a Retention expert, standing in for the Retention Manager as required.
  • Ensuring all key risks are identified, mitigated and monitored, and that any incidents against the risk register are reported through the relevant processes
  • Managing and preparing for a multi-team weekly performance trading process, ensuring accuracy of information, sharing of key issues and delivery of agreed actions.
  • What do I need?

    Capability, Knowledge and Experience

  • Track record of successfully managing and improving customer retention in a GI or utility
  • Experience working very closely with inbound and outbound call centres
  • Experience of delivering impactful marketing campaigns
  • Experience of ensuring robust marketing test and learn
  • An innovative thinker, with exceptional ability to deliver
  • Strong written and verbal communication skills
  • Excellent analytical skills
  • Previous experience of working with a variety of internal stakeholders to join up delivery of initiatives on time and within budget
  • Education and Qualifications

  • A degree level qualification or equivalent within a relevant commercial subject area
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