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