Retention Campaigns Manager

Retention Campaigns Manager

Role Purpose:
To lead the Retention Campaign team
Primary owner for designing & delivering all direct marketing communications and campaigns to existing Company Individual Membership (IM) customers
Accountable for creation and delivery of a customer life cycle-led contact strategy to drive retention & brand loyalty (welcome-reward-grow-renew), and insurance cross sell strategy

Role Dimension:

Financial
Lead the Retention campaign team, accountable for all renewals and in-life communications to deliver the IM Retention unit, revenue and profit targets and Insurance revenue and profit targets.
Accountable for optimisation of customer lifetime value via increased retention rates and upsell/cross sell.
Responsible for optimising ROI in all in-life & renewal member communications campaigns Primary owner of £ multi-million retention marketing budget & activity plans, driving cost efficiencies

Non Financial
Manage the design, build & execution of all customer communications.
Work alongside the Memberp Propositions team to understand member strategy and create a communications strategy to execute this.
Own, manage & improve the member service documents from welcome to renewal.
Lead campaign analytics work to understand and continually improve campaign performance.
Lead relationship with marketing agencies & print suppliers to deliver effective & efficient comms & campaigns.
Team management responsibility (in-life & renewal comms managers)
Deputise for Head of Brand & Communications as appropriate
Retention Comms SME/project lead for cross-business projects
Stakeholder management with key touchpoints: propositions, insurance, call centre (inbound & outbound), web team, insight, to ensure continuous feedback & improvement
Requirement to travel to Company sites and agencies: Bristol, London & Walsall.

Reports to:
Head of Brand & Communications

Outcomes:
Manage a high-performing highly-engaged team of communications managers, delivering best-in-class retention, loyalty, cross sell and in-life campaigns which build the Company brand and increase customer lifetime value
Enable the delivery of annual renewal and insurance revenue targets (renewals, persistency rate, ARPU, cross sell penetration) via effective retention and in-life campaign management
Accountable for design and delivery of the IM retention contact strategy
Lead Insight team relationship to segment & target member base to maximise response rates
Ensure campaigns are aligned with acquisition, online, Company Contact Centres, operations & Customer Insight teams to ensure activity is integrated and optimised
Overall responsibility for all customer communications/campaigns to ensure continuous improvement
Manage creative suppliers to deliver compelling communications, maximising response rates at optimum 'cost per'
Primary owner of print supplier relationship to improve cost and process efficiencies and deliver planned budgets
Accountable for multi-million pound budget control to manage cost per retention within agreed levels and drive cost efficiencies
On time delivery of all FSA mandatory renewal communications
Ensure all retention and in-life communications are on-brand, compliant and approved by legal
Play a leading role in the development of the Company's new marketing database & planned benefits - acting as the retentionrapid cycle of analyticssults into action etc.)
Ensure all customer communication and documentation is clear, fair and not misleading; is designed in line with ASA guidance and FCA rules and guidance; and is compliant with data protection law and any other relevant legislation.
Ensure all financial promotions are approved in line with the Financial Promotions Approval Procedures Guide and that robust records are maintained for a minimum of three years, also in line with the Guide.

Skills/Knowledge/Experience:
Extensive (7 years plus) end to end campaign management/communications experience.
Excellent experience of direct marketing, print & production, data, databases & customer management, gained within a high-profile consumer services brand.
Strong knowledge of financial services sector
Adept at delivering commercial KPIs
Excellent stakeholder management and interpersonal skills
Experience of managing a team of marketing professionals
Creative & analytic mind with sound financial acumen/commercial awareness
Good track record in delivery with results - proven ability to make things happen

Qualifications/FSA:

Preferred:

degree plus marketing qualifications (eg CIM or IDM)

Capabilities/Strengths:

Core competencies:
Decisiveness
Teamwork
Business/Customer Focus
Performance Driven
Effective Communication
Embracing and Managing Change
Creativity & Innovation
Resilience

FOR FURTHER INFORMATION PLEASE CONTACT RIA MORGAN