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Job Vacancy Details

Retention Marketing Manager

Financial Services

Hampshire

Permanent ⁄ £50000 - £55000

Updated September 22, 2008

PURPOSE:
• To develop and deliver a range of customer retention programmes for the Private Medical Insurance, individual database as well as managing outbound campaigns as needed to meet retention budgets
• To meet the inbound retention team budgets for save rates and value
• Work with staff to develop and enable them in their careers to achieve their maximum potential
CONTEXT:
• The job-holder will be instrumental in and directly contribute to the management team in the development of customer retention; manage the delivery of end to end business critical assignments and provide technical consultancy to enable and deliver business critical change.
KEY OUTPUTS:
• Development and delivery of relevant campaigns to meet the company budgets for retention in PMI Individual
• Customer Campaign Management plans to cover key business classes and distribution channels and achievement of business targets
• Budget management of all campaigns
• Demonstrate in-depth understanding of our customers and competitive market
• Develop effective save propositions (including specific retention propositions and pricing) and clear customer journey through renewal and win back
• Strong relationships with key business areas including Call Centres, Pricing, Propositions, Analytics, Customer Research, Legal & Compliance
• Provision of advice and guidance on commercial issues and opportunities, with identification of appropriate solutions with business cases
• Support to the delivery of the Customer Retention strategy
RELATIONSHIPS:
• Work closely in partnership with colleagues across the business
• Builds and maintains excellent relationships with internal customers and strategic partners up to board level
• Forges and maintains productive working relationships with external agencies
• Practice group peers and leaders
KEY PERFORMANCE INDICATORS
• Achievement of agreed business and personal objectives
• Constructive feedback from team members, clients, suppliers and other colleagues
• Clear evidence of performance against role profile, competencies and brand value behaviours

Who we're looking for
QUALIFICATIONS:
Ideally educated to a minimum of degree level or equivalent with a high standard of learning ability. Business degree preferred.
SKILLS AND KNOWLEDGE:
Demonstrate appreciation and understanding of:
• Customer retention campaign management - inbound, outbound and DM
• Campaign management
• Analysis and research
• Strategy and Planning
• Budget management and Administration
• Sales and Marketing
• Development and Implementation
• Service Delivery
• Extensive and proven ability to manage complex inbound and outbound telesales campaigns, plus DM campaigns, to deliver significant revenue and ROI;
• Proven ability to manage and successfully deliver high quality consultancy and support, top quality, reliable service and support within a complex Retention environment;
• Working in collaboration with peer group across the business as well as business partners and suppliers;
• Management and development of people within an environment of change;
• A background in a fast paced large consumer business