Head of Customer Marketing

  • Castlefield Rd, Reigate RH2, UK
  • Full-time
  • Salary: Competitive
  • Department: Customer
  • Working Hours: 35

Company Description

Here at esure, we’re no strangers to change. As one of the industry leaders in the insurance business, striving to become a world class digital insurer, we’re getting ready for more. It’s creating great new opportunities for innovative and talented industry professionals to join us at a pivotal point in our development.

It’s an opportunity you simply don’t want to miss. You can expect our investment in you to include a highly competitive package, career and development opportunities and flexible benefits built around you and your lifestyle.

Where in the world of esure will I be working?

esure is embarking on a journey to digitise our business creating innovative consumer propositions supported by delightful and frictionless customer journeys.

We are now seeking a HoD for Customer Marketing, reporting to our CCO and to be a key part of the Commercial leadership team. This role is critical to transforming our business and help us lead the market as the global leader for consumer insurance.

Job Description

What will I be doing?

A key strand of our digital transformation is the creation of a more valuable customer base through industry leading levels of loyalty and product adoption. This role will lead a cross-functional persistency capability to develop and execute our customer management strategy end to end across retention, upsell and cross sell activities using enriched data sources, machine learning technologies and cutting edge marketing platforms in an agile delivery environment.

esure has created a cross-functional persistency capability including a dedicated call centre save team, embedded persistency performance metrics, an agile proactive customer retention squad and a Persistency programme roadmap. esure recognises that there is significant further opportunity to get to market leading in customer loyalty and value.

Key responsibilities:

  • Develop our customer persistency and value management strategy including a structured approach to lifecycle management

  • Lead a cross functional persistency capability to deliver retention, upsell and cross sell targets by owning end-to-end retention & multi-product holding KPIs

  • Develop clear understanding of the performance and drivers of persistency through data and insight

  • Execute persistency roadmap and manage programme delivery across different business functions, including pricing, operations and marketing

  • Lead a proactive retention squad leveraging enhanced data, machine learning capabilities and advanced modelling

  • Drive prioritisation and development of persistency opportunities through deep understanding of the customer including development of an actionable segmentation model

  • Design and implementation of campaign tooling architecture

  • Implementation of “one” Persistency data source to enable automated MI

Embed customer focus and data rigour into persistency team ways of working  

Qualifications

Successful candidate must be:

  • Strong commercial thinker and problem solver

    • Analytically strong and able to develop differential insights on customer value

    • Curious and creative, always looking to market / competitors to draw in new ideas

  • Customer obsessed

    • Strong advocate and voice of the customer leading the charge to help us build a customer centric culture across the wider business

    • Highly customer focused and able to embed customer value lens into all aspects of retention and loyalty design

  • Decisive driver of results

    • Strong ownership and accountability of performance and results

    • Uses data & judgment to set clear plans and deliver against them

    • Highly pragmatic executor who is able to get things moving quickly

  • Strong team builder and influencer

    • Able to work through the organisation to get results by collaborating and influencing stakeholders across multiple functions

    • Able to present clearly and credibly to senior audience (C-level)

To address the above, a successful candidate must have:

  • Proven track record driving customer value management excellence and change in a similar types of B2C subscription based business

  • Strong experience in analytical and strategic thinking roles

  • Exposure to digital customer journey transformations would be very helpful, particularly with a good understanding of the value to customers and what it takes to deliver them

  • Experience of selection, implementing and operating campaign management solutions

You’ll love working with us if you

  • Embrace change and are passionate about working in a dynamic environment

  • Find new concepts easy to understand

  • Love developing talent in your colleagues

  • Know your strengths, yet recognise there’s always more to learn from others

Additional Information

What we will offer you in return:

  • 28 days holiday plus bank holidays 
  • Management Bonus
  • Personal Healthcare
  • 25% discount on esure & Sheila’s Wheels insurance (10% for immediate family) or a guarantee to beat any other insurer’s renewal quote on both home and car insurance 
  • 15% Discount on esure and Sheila’s Wheels Travel Insurance
  • Flu Jabs and Eye Care - Free flu jabs every winter, free eye tests every two years and £50 towards VDU glasses

In light of the current Covid-19 pandemic, we want to emphasise to all applicants that the safety and wellbeing of our candidates and colleagues is esure Group’s number one priority. All interviews will be conducted remotely via a video conference platform to ensure that everyone involved is adhering to the social distancing guidance.

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