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Description

Responsibilities:

  • Providing daily weekly and monthly reporting for tactical decision making and to enable senior management to understand and take strategic action.
  • Monitoring, reporting and analysis of performance for overall retention performance, the renewal channels, particularly inbound and outbound call centre retention teams as well as the various existing and new activities aimed at increasing retention.
  • Monitoring, reporting and analysis of the live and test Marketing campaigns against targets and business cases; against commercial targets;
  • Creating insight and understanding: delivering understanding of underlying performance and by understanding the levers, provide insight into how this can be transformed.
  • Providing valuable, actionable input into the identification and development of a pipeline of initiatives and opportunities that maximise Customer Retention and channel performance such as inbound customer "save" rates and the commercial value of customers calling the retention team.
  • Working with Pricing and Finance to understand the drivers of performance, and develop appropriate models to forecast existing and new activity
  • Development of models to support marketing targeting for maximum effectiveness including segmentation and propensity modelling

Requirements:

  • Experience in a similar Financial Services, Utilities or Subscription industry an advantage
  • Experience in consumer retention/CRM/customer marketing
  • Significant experience of delivering accurate, insightful, actionable analysis used to contribute significantly to commercial objectives
  • Experience providing statistically robust insight into the multiple interrelated variables that drive outcomes
  • Experience developing predictive and propensity models for Marketing targeting, segmentation and forecasting.
  • Excellent numeracy skills with experience of data manipulation and relevant statistical analytical tools including Excel, but also tools such as SAS, R etc.
  • An understanding of call centre operations, ideally within a consumer retention environment, however this is not essential
  • UK experience essential

Role is managed by:

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