Description
Customer Communications Manager - Cardiff - 3 months
My Insurance client are currently recruiting a Customer Marketing Manager to define and deliver the existing customer communications strategy and plans for the D2C Insurance business to create customer engagement and advocacy, improve retention and drive up cross product holdings.
We are seeking candidates with ambition and a drive to shape how our Insurance division will engage with our existing customers in future.
Essential Knowledge and Experience
*Candidate with customer experience and loyalty/reward space is ideal. A comms background within Banking/FS is essential.
* Ideally within a retention/existing customer role.
*Digital and Direct Marketing experience.
*The industry and role is highly compliant so there is a need to understand approvals processes and sign off processes.
*Defining the customer engagement/communications strategy for Insurance.
*Reviewing our customer comms and identifying new ways to engage with them ie existing literature that's sent, website content, new ideas etc.
*Loyalty/Retention is a big focus for this area. They will work alongside a propositions team to identify new channels of engagement.
Key Responsibilities
*Responsible for the creation and execution of the annual existing customer communications plan across all products and channels to achieve a predefined set of KPIs
*Optimise existing properties and define and implement new ways of communicating with customers to drive engagement and stronger connection with the brand/product
*Provide relevant insight on campaign communications performance along with timely recommendations for plan changes
*Work closely with the Customer Value team to ensure alignment to the retention and cross buy strategy and identify opportunities to ensure delivery of the business strategy by targeting the most appropriate customer groups
*Build and nurture collaborative working relationships with key stakeholders to ensure successful delivery of the existing customer communications plan
*Manage budgets effectively, ensuring monies are spent, and monitored, to achieve optimum return on investment including the preparation of annual budgetary plans, and regular budget re-forecasts
*Manage internal suppliers and commercial arrangements with external suppliers to ensure value
*Management of any commercial SWORD risks ensuring these risks are managed in a timely and effective manner to minimise any risk to the insurance business
*Manage the team in accordance with the Company's policies and procedures, including the Partnership Agreement so that the team's business objectives are achieved consistently
*As part of the Customer Marketing and Communications leadership team work effectively with the other senior managers to share experience and learnings to build wider team capability
*Ensure that communications are clear and fair, are appropriately targeted, set reasonable expectations and adhere to Legal & General's Customer Experience and TCF policy
Knowledge
*Experience of defining and creating complex communications plans across multiple products and customer segments
*Good understanding and proven track record of developing and delivering existing customer communications that have improved retention rates or increased product holdings
*Good understanding of the latest methods of measuring and optimising marketing investments to drive sustainable profitable growth
*Significant understanding of the creative process and solid experience of managing marketing to drive creative excellence
*Solid understanding of the risk and regulatory environment in which the financial services industry operates and the impact it has on marketing communications (FCA, PRA)
Skills
*Good creative skills with the capability to assess every piece of communication through the eyes of the customer and the ability to inspire others to think creatively
*Strong networking, influencing and relationship management skills with the ability to clearly communicate and influence at all levels
*A genuine passion for the customer which is demonstrated through all team outputs
*Numerate, analytical and decisive
Qualifications (desirable)
*Educated to degree level
*CIM/IDM marketing diplomas
It is essential you have commercial experience of the above. If you're interested in this vacancy and an experienced Customer Communications Manager, please forward your CV to Matthew Taylor for review.
If you haven't received a response regarding your application within 48hrs, then unfortunately you've been unsuccessful on this occasion.
Applicants should show all relevant skills on their CV.
Please send CVs for a quick response to: (see below)
Hy-phen Limited is acting as an Employment Business in relation to this vacancy.
The Adecco Group UK & Ireland is an Equal Opportunities Employer.