Head of Customer Engagement London, England
Job description
Location: Hybrid - Occasional travel to Northampton or London
Salary: £90,000 - £110,000 +10% Bonus + Car Allowance
Hours: 37.5
Staysure Group employ over 700 colleagues of all levels to manage the end-to-end processes needed to deliver first class service for customers. We are now hiring a Head of Customer Engagement to own and deliver on the retention, renewal and loyalty plans.
This role sits within the central Marketing Team and will be a flexible working hybrid role – which means you work wherever is appropriate [i.e. Northampton, London, Home]. The role reports directly to the Commercial Marketing Director.
You and your role.
As the Head of Customer Engagement, you will inspire, design and implement customer engagement and retention campaigns for the multiple brands and products held under the Staysure Group umbrella (Staysure, Avanti, Wapp, PayingTooMuch and ROCK’s clients).
You will lead the renewal, retention and loyalty initiatives across all brands and all channels [digital & traditional], while testing new channels and using engaging content to deliver your commercial targets. You’ll work with the Commercial Marketing Director on the strategic direction and be accountable for the day-to-day leadership of the Customer Engagement Team delivering our renewal & retention campaigns.
Your key focus areas include; improving customer retention and policy renewal rates, maintaining brand awareness through customer engagement and the implementation & growth of customer referrals across all brands. You will be a key influencer in creating integrated marketing strategies alongside the Brand, Digital, Operations and Partnership teams to achieve these goals.
Communication is at the core of this hands-on role. You will work independently on multiple campaigns and projects at the same time, whilst staying within Financial Conduct Authority (FCA) principals and treating customers fairly. You’ll be a expert on the customer journeys and own the experience for renewals and retention.
- Play a proactive role in the ways of working within the Marketing department, but also in the wider business.
- Developing the short, medium and long-term strategies for the Staysure & Avanti brands at Staysure Group alongside the Brand MD, Commercial Marketing Director and other stakeholders
- Ensure our approach is truly customer-centric, with personalisation and relevancy at its heart
- Work with all relevant agencies and internal teams to build and execute plans, ensuring activities are delivered to agreed process, on brand, on time, on budget and meeting your own high standards for quality
- Ensure test & learn is a key part in all activity to promote our business culture of continuous improvement
- Improve customer experience in the crucial period after a customer purchases, existing customer policy amends, cancellations, renewals or simply existing customers coming back for a new quote
- Encourage new customers through engaging communications and highly relevant product options and offers from within the Direct Mail and Email cold acquisition programmes
- Encourage new and existing customers to participate in the Refer-a-Friend schemes across all brands
- Own & report on pre-agreed KPIs, plus define new metrics to optimise Customer Retention
- Work with the Business Insight team to manage the health of the customer database - maximising permissible records, growing engagement levels and proactively rewarding & retaining customers
- Work collaboratively with Product, UX, Pricing, Business Insight, IT, Change and Operational teams to define and deliver the tech/data capability required to deliver against our renewal & retention strategies
- Help define on-going ways of working in a complex stakeholder network, collaborating on a customer and commercially centric overall roadmap
- Optimise spend and drive efficiencies by focusing on what really matters to customers
- Manage the Customer Engagement Team in the execution of our strategies. Ensuring they don't just deliver the activities, but thrive when doing so – understanding the challenges and offering the support & development needed to make our business a great place to work
- Ensure excellent budget management - robustly manage the periodic reporting process, communicating with your Finance Business Partner and Senior Leadership. Report on variances & take accountability for spend
- Keep abreast of trends in the travel and travel insurance markets to ensure we are strategically in line with the latest developments in customer needs, attitudes and behaviours
Experience
- 8+ years in relevant roles; Performance Marketing, Digital UX, CRM, Strategy, Analytics & Insights
- Proven experience of managing a large P&L across multiple digital channels and multiple agencies/partners
- Leadership experience including line management. With experience building and managing a high-performing team, including setting & reviewing stretching personal objectives for your direct reports
- Experience in forging partnerships with affiliates through the self-service platform, both attracting new, and maximising value from existing partners through collaboration
- Working alongside Change Teams, UX teams, Analysts, Developers and Product Owners to deliver meaningful outcomes for customers that drive digital growth
Highly desired
- Experience working within Financial Services industry, particularly general insurance
- Experience of managing cradle to grave campaigns for direct to customer FS brands
- Experience of growing an already established brand, as well as managing campaigns for emerging brands
