Retention Campaign Specialist

Job Title: Retention Campaign Specialist
Contract Type: Permanent
Location: Hampshire, Basingstoke
Salary: £40000 - £48500 per annum + Benefits
Reference: 15630397
Job Published: March 16, 2018 00:00

Job Description


  • Delivering and managing the retention and in-life marketing campaign programme to deliver budget uplifts on time and to budget
  • Delivering and managing a suite of retention supporting tools (toolkit) to assist the team including customer offers, propositions and incentives
  • Managing the toolkit and marketing budgets to ensure all activity it kept to budget, escalating to the Retention Manager where appropriate
  • Responsibility for the day to day relationship with Outbound retention team to ensure commercial targets are met, at the same time as providing great customer service
  • Managing the day to day relationship with third party suppliers to ensure all offers and incentives are appealing to customers, competitively priced and redemption processes are fit for purpose
  • Working with the Analytical and MI teams to understand drivers of current performance, identify opportunities and make recommendations to the Retention Manager to drive performance improvements
  • Working with the Group Marketing teams to ensure campaigns are effectively targeted, delivered on time and creatively impactful.
  • Working with the Retention manager to help specify new marketing and proposition opportunities
  • Acting as a Retention expert, standing in for the Retention Manager as required.
  • Ensuring all key risks are identified, mitigated and monitored, and that any incidents against the risk register are reported through the relevant processes


  • Track record of successfully managing and improving customer retention in insurance / utility / financial services / or from a consumer facing business
  • Experience working very closely with inbound and outbound call centres
  • Experience of delivering impactful marketing campaigns
  • Experience of ensuring robust marketing test and learn
  • An innovative thinker, with exceptional ability to deliver
  • Strong written and verbal communication skills
  • Excellent analytical skills
  • Previous experience of working with a variety of internal stakeholders to join up delivery of initiatives on time and within budget