This job is with Santander UK, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly. HCUK CRM & Retention Specialist - Kia Finance Country: United Kingdom Background : Hyundai Capital UK Ltd (HCUK) is a joint venture company established by Santander Consumer UK (SCUK) and Hyundai Capital Services Korea (HCS) in 2012. It operates under the Hyundai Finance, Genesis Finance and Kia Finance brands, providing funding solutions for both Retailers and Consumers. WHAT YOU'LL BE DOING Job Purpose : Reporting to the Kia Finance CRM & Retention Manager, the key purpose of this role is to support the delivery of an effective, fully integrated end-to-end customer retention strategy for HCUK, our Dealers and OEM partners. This includes providing data analysis and working on tactical initiatives to support improvements in customer retention. Key Accountabilities 1. General In line with the strategic pillar of maximising the contribution from retention opportunities, support the HCUK marketing team to develop and optimise both the strategic and tactical initiatives to ensure the business has the maximum chance of renewing and retaining existing finance customers. Align HCUK with OEM and Dealer partner activity Utilise multiple communication methods and sales channels 2. AI, Machine Learning & Personalisation Working with lead AI and machine learning agency to undertake customer analysis to develop and refine propensity modelling which can be used to enhance campaign offerings on a personalised level. Monitor customer database for trends including data drift, customer migration and changing behaviours. Responsible for supplier and data management, turning output into actionable commercial insight. 3. Data Analytics & Campaign Creation Working closely with OEM partners, undertake analysis and interrogation of customer portfolio to identify opportunities for tactical campaign creation. Lead the development and deployment of campaigns in terms of data selection, supporting comms and deployment. 4. Marketing Communications Creation of integrated marketing campaign assets including artwork and copy in line with brand guidelines, advertising and FCA regulations for use in multi channelled approach (eDM, SMS, Letters and call scripts). 5. CRM Lead Management Platform Support the functional area with the provision, maintenance and ongoing development of an automotive CRM lead platform. To include 3rd party supplier management, prioritising development work, budget allocation and overseeing the build, testing and release of change requests. 6. Measurement, Analysis & KPIs Interrogate various data sources to measure and analyse the impact of renewals activity to understand success and target achievement. Compile and present findings at relevant internal and external meetings to share and gain support with a view to driving future improvements. Use the information to support the building of renewal campaigns. 7. Stakeholder Engagement Proactively build solid working relationships and share best practice with relevant stakeholders to ensure maximum contribution to role. To include HCUK, SCUK, HCS and OEM partner brands and franchise dealers, as well as third party suppliers and agencies. 8. CRM Sales Support Proactively provide support to the HCUK field-based sales teams to ensure renewals and retention remain a focus, and that they have the necessary tools, reports and information to drive performance improvement within their territories. 9. Risk & Compliance In line with the company's risk and compliance statement of responsibility and objectives, identify risks, incidents and breaches, in accordance with company policies and department procedures. 10. Other Carry out any other tasks as may be reasonably requested and agreed to support the wider HCUK business. WHAT WE'RE LOOKING FOR Key Competencies Planning Must be capable of developing coherent project, programme and activity level action plans. Communication Must possess good written and verbal communication skills and be able to effectively communicate with and present to both internal and external stakeholders. Teamwork Must be an excellent team player, able to establish strong working relationships with stakeholders, colleagues and business partners. Analysis & Presentation Must be able to interrogate data sources using MS Excel to draw analysis and insight which can be coherently and succinctly communicated using appropriate medium for the audience. Time Management Must display sound time management skills by delivering activity within prescribed timeframes through the effective prioritisation of actions. Influencing and negotiating skills Must be able to engage with internal and external stakeholders in order to reach mutually beneficial business outcomes. Required Expertise Previous demonstrable marketing expertise: Agency and third-party supplier management Campaign creation, execution and analysis Data management including communication of insight CRM system utilisation and management Able to evidence or demonstrate a sound understanding of customer retention and industry best practice The ability to work with data in MS Excel to interrogate and analyse results to create meaningful insight Able to produce sound working documentation and presentations, including business case proposals and requirements, briefs and presentations. Experience of working within the Automotive or Financial Services sectors would be an advantage, although not a necessity Has an appreciation of legal, regulatory and compliance issues relating to the use of customer data and is familiar with the FCA's principles encapsulated within the 'treating customers fairly' code of conduct. In addition to the above it is expected that any candidate is able to display a good understanding of the general market sector, can exhibit sound business acumen, have excellent interpersonal skills and is comfortable and confident when dealing with Senior Management. Marketing or other relevant degree or equivalent qualification demonstrating marketing expertise Other information The position will require regular domestic travel to Kia UK offices in Walton on Thames, Surrey, as well as 3rd parties and suppliers The job holder would benefit from possessing a full driving licence HCUK employees are hybrid working [working from home / office], with a current minimum requirement of 2 days per week. HCUK's head office is in Reigate, Surrey. WHAT WE OFFER Remuneration package Competitive annual salary range of £38,000 - £46,000, based on expertise Eligibility for annual bonus, based on company and individual performance, up to 15% 27 days holiday, plus bank/ public holidays Company pension with generous employer contributions Eligible for a voluntary benefits allowance of £500 per annum payable as cash or otherwise used as a benefit available on the benefit suite Benefits supporting you and the family, such as death in service benefit, income protection Voluntary healthcare benefits at discounted rates such as private medical insurance, dental insurance, health care cash plan and health assessments Employee car scheme (through salary deductions) Employee assistance programme Enhanced family friendly policies Flexible working opportunities LI-DNI