Customer Retention Lead

Customer Retention Lead  
Job Type: Temporary - 1 year role, possible extension
Salary: DOE + great benefits
Location: London + WFH
Consultant: Rosie Whelan

The Organisation:

Digital Recruitment Company are currently working with a global financial services provider of adult & child savings and investments, personal insurance, and pension planning. With £5.6bn assets under management, our client manages 2 million customers relationships with over 1 million child savings and investment accounts in the UK. Throughout their 150-year history, they have remained steadfast in their commitment to help improve family well-being, and each year they invest millions to support causes that enrich the lives of families and communities.

The Role:

This is a temporary (1 year) role that is required to support the implementation of their UK Strategy Execution for Customer Retention. The role will be key in enabling the delivery of the Child trust fund (CTF) maturities and other larger customer retention opportunities, in line with their business strategy.

As the Customer Retention Lead, you'll be responsible for leading the CTF Retention workstream within the UK strategy – understanding the drivers of attrition and identifying the biggest priorities for retention – primarily of CTFs, but also of other large customer retention opportunities. You will lead all the priority initiatives to improve retention and adopt a fast-learning test approach to put the focus on the priorities with the biggest benefit and RoI

You will lead a cross-functional project team drawn from across the business and potentially external agencies and resources – bringing the right skill sets together to solve problems quickly, design and deliver solutions fast and to track learnings and benefits.

By the end of the project, you will have facilitated the successful workstream objectives and delivery of benefits including increased retention of high value and potential customers; increased retention of Assets Under Management; improved customer journeys and outcomes.

Responsibilities:

• Ensure the successful delivery of workstream objectives, timelines and milestones agreed in the project brief.
• Ensure overall benefits are delivered – using an iterative, fast-learning approach to determine impact of different initiatives in achieving results
• Provide status updates by preparing Workstream Status Reports and attending Strategic Execution Workstream Progress Meetings in line with the Strategic Execution Delivery Governance reporting framework.
• Support and work closely with the workstream sponsor

Experience:

• Experience in strategies and tactics to retain customers and increase loyalty – covering propositional solutions, customer experience and journeys, communications and engagement, retention teams/channels within or outside financial services
• Excellent written and verbal communication skills – including updates to Executive Committee and potentially Board.
• Experience producing status reports, presentations, and metrics
• Highly self-motivated, well organised, and able to multitask
• Strong analysis and critical thinking skills, with an ability to solve problems and drive for success; comfort with ambiguity
• Innovative, open minded, resilient and enjoys a challenge
• Competent in MS Office including Word, Excel, PowerPoint, Teams and Outlook
• Strong experience in a project management and project delivery
• An understanding of the regulatory considerations of operating in a financial services environment will be an advantage, but not a pre-requisite.

About you:

This is an exciting opportunity for an individual with strong experience in a similar customer role. You will need to have exceptional communication and influencing skills to provide clear direction to the team and ensure that everyone understands their objectives, be highly organised and have great interpersonal skills.

Strong problem-solving skills are required in this role, and a comfort with analysis of complex analytical data to support prioritization and solution development. A hypothesis driven approach and comfort with ambiguity will be key.

You will need to be effective in project management and managing the interfaces between this workstream and other workstreams with interdependencies, collaboratively working with other workstream leads and the central change team.

Leadership skills are essential to provide motivation to the team during challenging times and build engagement and trust in strategic plans. You will need to have the confidence and experience to navigate the business to melt barriers to fast impact; drawing on the support of the Sponsor and the Executive team where necessary.