Job Details for: Senior Retention Executive (Kent)

A Senior Retention Executive is required to develop and implement a range of marketing and product activities to existing customers to increase retention products.

The main tasks include:

·         Analysis of industry and competitor activity to drive development of innovative retention strategies.

·         Responsible for the management of key projects to deliver retention strategies to support business plans.

·         Responsible for managing and developing enhancements to Home and Motor products customer documents to maximise satisfaction and retention.

·         Responsible for the management of retention segmentation across the business.

·         Responsible for the management of a customer retention contact strategy appropriate to deliver customer retention targets.

·         Input into and management of both activity test and project plans.

·         Responsible for ensuring the consistency of retention messages.

·         Regular liaison with Customer Services, including call listening, operational briefing and training.

·         Work with suppliers (internal studio, external agencies, print purchasing department, Metromail, customer marketing) to ensure all activity is completed on schedule, according to internal quality standards whilst developing/ maintaining relationships.

·         Management of own stock management system/ housekeeping to ensure satisfactory supplies of material is available for the smooth running of campaigns.

·         Responsibility for the production and ongoing development of the marketing material for own activity, ensuring they meet all business and legal requirements, and all amendments are executed in a timely fashion.

·         Work with marketing and product teams to ensure customer retention marketing materials accurately reflect product & customer benefits.

You will have the following skills:

·    Able to work within a team and independently

·    Ability to improve existing processes

·    Ability to manage and deliver cross-functional projects to tight deadlines

·    Ability to prioritise workload effectively

·    Commercially aware and focused on customer satisfaction and customer experience

·    Ability to analyse market practices

·    Strong numerical, analytical and problem solving skills

·     Attention to detail

Key Competencies:

·    Good time management - ability to manage numerous tasks and campaigns to achieve deadlines and targets

·    Team working

·    Using information effectively

·    Knowledge and understanding of marketing and direct marketing principles and techniques.