Retention Campaign Specialist

Responsibilities:

• 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 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 Outbound retention team to ensure commercial 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

Requirements:

• Track record of successfully managing and improving customer retention in insurance / utility / financial services / or from a consumer facing business
• 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
• UK EXPERIENCE ONLY