Role details

Retention Analyst

Basingstoke   •   £30,000 - £38,000   •  Permanent

Bullet points

  • A great opportunity to join a heritage brand as retention analyst
  • you will need experience analysing acquisition or retention marketing campaigns

About Our Client

Our client is a leading heritage brand within the UK. Over 100 years old the organisation provides a range of services to over 15 million customers.

This role sits within the companies Insurance business where the customer base is over 1m.

Job Description

As a Retention Analyst, working within the Insurance Marketing function, you will be providing valuable insight into retention related telemarketing performance; focusing on investigating, identifying and delivering opportunities for commercial initiatives to improve the Insurance retention channels and reduce customer churn.

Responsibilities include:

  • Monitoring overall retention and the performance of the call centre retention team against commercial targets
  • Assisting in the identification and development of a pipeline of initiatives and opportunities that maximise inbound save rates and the commercial value of customers calling the retention team
  • Identifying and pursuing opportunities to route retention calls more efficiently into the right call centre team
  • Working with Pricing, Fulfilment and Resourcing teams to ensure accurate forecasting of inbound retention demand

The Successful Applicant

To be suitable for this Retention Analyst role you will need:

  • Experience in a similar Financial Services or utilities industry
  • Experience in consumer retention/CRM/customer marketing
  • An understanding of call centre operations, ideally within a consumer retention environment, however this is not essential
  • Significant experience of delivering accurate, insightful analysis used to contribute significantly to commercial objectives
  • Excellent numeracy skills with experience of data manipulation and relevant analytical tools including Excel
  • A commercially focused approach, with the ability to contribute to the wider business strategy and objectives
  • Excellent team working skills, and the ability to work with a diverse set of stakeholders to deliver objectives
  • Good written and verbal communication skills
  • A degree level qualification or equivalent within a relevant commercial subject area is preferable, or significant on the job experience

What's on Offer

£30,000 - 38,000 + benefits

Apply for this job

Click the Apply or LinkedIn button below or contact James Harrington on +44 1932 264 000 quoting job reference 13758530
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