Head of Customer
Department: Marketing
Employment Type: Full Time
Location: Cardiff
Description
Head of Customer, Confused.com / Annual Insurances
The Head of Customer will join the senior team within the Marketing function. Working closely with the CMO, this person will be responsible for implementing the customer strategy to increase retention and cross product holding across all relevant areas within the business. They will be a key creator and driver of strategy, including wider marketing strategy, within a progressive organisation with ambitious growth plans.
A customer-focused individual with an in-depth understanding of on-boarding, cross selling and retaining customers as well as looking at tools to increase engagement and manage customers through their lifecycle for both short-term and long-term strategy. They will have a proven track record of managing budget allocation, and demonstrable knowledge of developing strategies to improve the returning customer journey and experience, actively looking for customer feedback and use this insight to inform improvements across the business.
Bringing their analytical expertise and customer focus to the business, they will work closely with areas across marketing and the wider business to improve services, products and journeys for new and existing customers by more effective use of data and a strong test and learn mind-set.
Demonstrating a thorough understanding of how future campaigns, customer behaviour and expected results will help drive overall business performance, is a core requirement.
This person will be instrumental in driving change within the department; creating, developing and motivating a high performing team that produces positive results and delivers on targets. Strong leadership skills with the experience to drive progressive change in a fast-paced environment will be essential. The successful candidate will have an enthusiastic and driven personality and will be responsible for developing a proactive department whose focus is on entrenching us as the price comparison site of choice.
Demonstrates an interest in, and understanding of, the future applications of new and emerging technology. The role holder will be responsible for monitoring the marketplace and determining the potential future strategic applications of consumer trends and technological advances within the different areas of the business.
Key Responsibilities
KPI’s
* Drive CLTV through:
* Retention
* Cross Sell
* Rewards uptake
* App uptake
* Drive conversions from Audiences available in our Fusion Customer Data Platform
* Develop the App to become the primary channel for customers to interact with us on
* Support our marketing proposition team to develop our loyalty strategy and program
* Deliver excellent customer experience
* Leading NPS initiatives and championing CX across the business
* Leading our Customer Service team
Key Responsibilities
* Work closely with the CMO to shape future strategy for the function, including input into wider marketing strategy.
* P&L management of Retention and Cross Sale revenue as well as a ring-fenced marketing budget.
* Management of CRM & Email team.
* Ownership of Propositions and Engagement Tools to support Acquisition and Retention.
* Marketing effectiveness of campaigns and initiatives from measurement to targeting and audience management.
* Management of Customer support function – improving response times for customers and making recommendations into the business to improve the customer experience.
* Development of a high-performing motivated and focused team who can deliver on agreed targets.
* Establishment of strong, effective processes for the analysis of campaigns and initiatives in order to develop on-target campaigns.
Skills, Knowledge and Expertise
Required Knowledge / Experience
* Modern marketer who understands how to successfully deploy technology in highly competitive markets – this must be underpinned by general marketing intellect.
* Proven leadership experience, with the ability to build and drive high performing teams.
* Demonstrable track record in developing and implementing successful retention & Cross sell strategy, with an understanding of how to optimise this throughout the customer lifecycle.
* Strong knowledge of customer and user experience as a driver of conversion optimisation.
Key Personal Criteria
* Highly commercial in outlook, with the ability to help actively shape ambitious growth strategies.
* Analytical and data driven thinker, who is able to utilise information effectively in order to make strategic decisions.
* Excellent stakeholder management skills, with the resilience and gravitas to accurately communicate with, and influence, multifaceted stakeholders internally and externally.
* Enthusiastic and action-orientated, able to enact positive change and bring a progressive management style to the business.
* Customer-centric ethos and an understanding that the customer is at the heart of the business strategy.
* Genuine interest in, and enthusiasm for, new and emerging technology and its potential applications within business.
What we offer:
We want to give you a great work environment, support your growth both personally and professionally, and provide benefits that make your time at RVU even more enjoyable. Here are some of the benefits you can look forward to (certain benefits are subject to eligibility for fixed term employees, please ask your talent partner if you’d like further information):
* 10% discretionary yearly bonus and yearly pay reviews (based on RVU and personal performance)
* A hybrid working approach with 2 in-office days per week and up to 22 working days per year to “work from anywhere”
* Employer matching pension contributions up to 7.5%
* Excellent maternity, paternity, shared parental and adoption leave policy, for those key moments in your life
* 25 days holiday (increasing to 30 days) + 2 days “My Time” per year
* Private medical cover, critical illness cover, dental plans and employee assistance programme
* Free gym access
* Employee discounts programme
* A healthy learning and training budget to support your development.
Regular events - from team socials to company-wide events with insightful external speakers, we want to make sure our colleagues continue to feel connected.
Our commitment to you:
At RVU we believe that we can be the change we wish to see in the world. We hold ourselves accountable to being open and inclusive teammates and community members. We embrace our differences and are committed to creating an inclusive environment that reflects the world we live in.
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