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Retention Manager - Marketing

43,319 P.A. ?
Bournemouth International Airport
Ageas Limited

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Retention Manager - Marketing: Due to growth, we have a fantastic opportunity for a Retention Manager to join our growing Marketing Team in Bournemouth. As a Retention Manager you will take ownership and lead the implementation of the customer retention strategy for the Ageas Direct business, positively impacting retention rates, income and customer experience.

As a Retention Manager you will require matrix management skills. You will liaise with the Pricing & Underwriting, Operational, Finance, Claims & Marketing teams to ensure activities are co-ordinated to deliver the Ageas Direct & RIAS targeted retention numbers. Retaining our customers is a critical objective for our business so interaction and management of senior stakeholder expectations and outcomes is critical.

The main responsibilities as a Retention Manager will include but are not limited to:

  • To take the lead in creating, developing and delivering the Ageas Direct & RIAS customer retention plan, ensuring that appropriate governance is in place to track performance against target.
  • Lead the development of effective communication plans ensuring opportunities throughout the customer journey are maximised to positively influence customer behaviour.
  • To measure and monitor the effectiveness of retention campaigns and make recommendations for improvement.
  • To provide expert input into the retention and CRM strategy and play a key role on the customer retention workstream, influencing the strategic direction of the recommendations.
  • Responsible for negotiating, managing and developing incentive schemes to drive customer retention performance.
  • Understand the differences in customer retention by channel of origination ensuring that we have bespoke, targeted campaigns, offers or communication where applicable.
  • To plan and effectively manage customer retention and cross sale budgets including creative, media and incentive costs in ensuring that agreed budgets are not exceeding.

The knowledge skills & experience required to be successful as a Retention Manager are:

  • Expertise across off-line & online direct marketing channels.
  • Excellent communication and relationship management skills as job holder is visible to and required to influence Senior management across Ageas Direct and also 3rd parties.
  • First class commercial awareness and understanding of the impact that campaign management decisions have on commercial performance.
  • Creative problem solving skills.
  • An ability to manage multiple tasks and initiatives in parallel without compromising quality.
  • Be able to demonstrable an understanding of and empathy for consumer needs and be able to convert these into positive business results.
  • The ability to analyse complex data, manage plans and budgets.
  • Ability to execute effective risk management, ensuring processes are fully documented and complied with and that risks have effective controls.

About #AgeasUK

We’re an award-winning, international insurer with key markets in Europe and Asia and go back a fair bit too - almost 200 years. Fast-forward to today and we’re proud to be one of Europe’s top 20 insurance companies. Our UK team of 3,000, stand shoulder-to-shoulder with our most important people – our customers. We’re recognised for our excellent insurance cover and being easy and straightforward to deal with. Plus, we understand the need for choice, which is why our insurance can be bought with us directly, and through aggregator sites as well as through our broker relationships and our leading partnership brands. We have around 5 million customers and have a first-class attitude when it comes to being there for them when they need us most. Don’t just take our word for all this though. We’ve scooped a Gold Standard Insurance Award for the last nine years running which speaks volumes about our dedicated teams across our UK offices based in London, Manchester, Stoke, Gloucester, Eastleigh and Bournemouth.

Here are some of the benefits you can enjoy within the Retention Manager role based in Bournemouth:

Our people enjoy a comprehensive range of flexible benefit options such as a company pension, 25 days’ holiday (rising to 27 days after 3 years) with the ability to buy an additional 5 days, a personal car lease option, health and dental plans, life assurance of 4 x salary with the option to flex up, and a discretionary annual bonus. Our people enjoy discounted gym membership as well as discounts with a wide range of retailers through our partner Perkz.com and make the most of our Wellbeing activities and Sports and Social Club events.

Click on the ‘Apply button’ to be considered for our Retention Manager opportunity at Ageas in Bournemouth.

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