Customer Development & Retention Manager

Job Description

Overview

Do you want to be part of something more than just a financial services business? Do you believe everyone, regardless of wealth, should have the opportunity to save and look after their loved ones? Do you want to be part of something that has been here for 160 years and help it be here for 160 more?

Scottish Friendly have an exciting opportunity to join our team. Based in Glasgow City Centre, we are one of the most progressive mutual life insurance offices in the UK. We have a strong, clear culture which has grown since 1862 with our customers and colleagues of today and the future being at the heart of that growth.

As our Customer Development & Retention Manager, you will lead retention and customer development at Scottish Friendly. You will define and implement the customer development strategy to increase revenue from existing customers, reduce churn and enhance customer loyalty. Using actionable insight, you will design and execute retention campaigns, loyalty programs, and communication strategies to nurture, develop and retain existing customers. Owning the targets for retention, cross sell and upsell, you will be an individual that is focussed on results and delivering great customer outcomes. Strong analytical skills, a customer-centric mindset, and effective communication are key attributes for success in this role. For this role, you will be a creative and quantitative thinker. Your goal will be to develop and implement the most profitable campaigns to maximise the value of Scottish Friendly’s Own Brand customer base.

Responsibilities

• Design and implement the customer development and retention strategy to meet KPIs against customer product holding, customer churn and net investment outflows.
• Utilising customer data and analytics identify trends and insights to support churn propensity modelling.
• Understand the end-to-end customer journey to identify key intervention opportunities to increase LTV.
• Using actionable insight and modelling, design next best action journeys for specific customer cohorts with the objective of increasing customer LTV.
• Own the relationship and drive cost efficiencies with our gift fulfilment agency.
• Continuous review of the incentives on offer to ensure they are driving and rewarding the correct behaviours.
• Own the email and direct mail marketing strategies to deliver enhanced customer lifetime value through win back, cross sell, upsell and improved retention and engagement metrics.
• Oversee the campaign development, management and delivery for cross sell, upsell, retention and engagement plans.
• Implementation and management of a recommended a friend program.
• Implement a continuous improvement approach to performance to increase ROI and increase KPIs.
• Line management and development of campaign manager.
• Keep up to date with industry best practice and research the market to identify opportunities to improve our approach.

Qualifications & Skills

• A degree or relevant professional qualification in marketing or equivalent area.
• Marketing management experience focused on customer development and customer retention.
• Expert in customer development and retention strategy with a proven track record in this field.
• Leadership experience managing high performance teams.
• Dynamic and results oriented you will thrive in high paced environments working on strategy and delivery.
• Strong analytical skills with the ability to interpret data and trends.
• Experience in data and propensity modelling to identify next best actions.
• Excellent communication and interpersonal skills and the ability to communicate at all levels within the organisation and build relationships with external partners.
• Ab ility to think creatively, identify opportunities and resolve problems.
• Knowledge and experience of working with email and referral platforms.
• K nowledge of current marketing trends and best practices.
• Strategic thinking and problem-solving abilities.
• Financial services experience advantageous.

With assets under management of over £4.2bn and more than 853,000 members we have lots to look after and lots more to do. If you want to be part of the team and you think this is you, we would love to hear from you.

We support life inside and outside work, offering:

Recognition awards: Win exciting prizes, including one weeks’ annual leave plus £3,000 spending money.

Refer-a-friend scheme: Earn rewards for bringing talented friends to our team.

Annual Leave: 25 days annual leave (rising to 28 with service) plus 8 bank holidays, and options to buy or sell extra days.

Supporting the future: 10% employer pension contribution, 4 x group life cover.

Getting around: Access to cycle-to-work schemes, Electric Vehicle scheme and travel loans.

Wellbeing: 24/7 GP access, EAP, Private Healthcare, and free legal/financial advice a variety of savings at top high street and online retailers.

Hybrid model with up three remote days per week, totalling 35 hours per week Monday to Friday.

We are committed to creating an inclusive environment where all colleagues feel valued, respected and represented. If you require any accommodations during the application process, please don’t hesitate to let us know.

16 Blythswood SquareGlasgowG2 4HJUnited Kingdom