A rare opportunity has arisen for a Sales and Marketing Retention Manager working here at LV. Working within our Sales and Marketing team we are looking for someone who is ready to take on the responsibility for managing our Retention team in either our Bournemouth or Croydon sites.

We are seeking someone with a marketing, trading, pricing or stats background, ideally in insurance to manage our small but mighty Retention team. We’re looking for someone who relishes the pressure and challenges of trading but who is also passionate about customers and their experience in an increasingly digital world. This role would be suitable for someone currently working at Manager level who is ready to take on a more Senior level role

Talk to us about flexible working...

When it comes to flexible working, we’ll do our best to accommodate your needs. At LV= General Insurance many of our employees work flexibly in many different ways, from part-time, flexi-time, job shares, an element of working from home or compressed hours.

We want the best people working at our organisation and we recognise that those people aren’t always available full-time.

So, if you need any adjustments, let us know during your interview. If it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen.

Role Purpose

A senior manager understands, and explains retention performance and customer behaviour and uses strategic and tactical actions to manage towards better outcomes. Works closely with all areas of business to identify the most profitable customers and put strategies and actions in place to retain them and acquire them in the first place. Managing a small team they will be accountable for the delivery of ambitious performance targets and frequent involvement in setting and shaping plans and controlling budgets. They will work closely with the Head of Retention and their counterparts across all areas of business to execute a transformational journey towards market leading customer retention levels.

Key Accountabilities

Responsible for setting the fully integrated retention strategy across all channels. As the expert and guardian for all GI retention you will provide thought leadership across the business to ensure customers receive a market leading in-life engagement and transactional experience.

Be responsible for driving and supporting the retention agenda with internal stakeholders and associated internal and external teams both proactively and reactively in response to issues and challenges.

Monitor, understand and explain retention performance and customer behaviour. Lead retention discussions in Trading and MPUCs.

Develop our analysis and understanding to drive further business insight, including external sources to benchmark and collaborations with data and data science teams. Work closely with other SMEs across AZ business.

Deliver our unique brand personality, tone of voice and service focus, throughout an increasingly digital customer journey and platforms (e.g. supporting Self-serve) by setting relevant future digital direction and strategies.

Develop and implement of a GI retention strategy, working with Marketing teams to implement. Ensure marketing plan aligns with acquisition strategy.

Manage the team to plan and implementation of an effective testing strategy for customer documentation and develop an in-life communications plan, across all touch points.

Ensure appropriate brand identity is applied consistently across all customer communication touch points.

Working with all areas, in particular Pricing, Underwriting, Finance and Operations to define and optimise LV= retention performance and opportunities.

Own roadmap, projects and initiatives that shape the overarching strategic direction of the LV= customer experience for example digital self-services.

Lead the management, coaching and development of team members, and the overall performance of the retention team.

Deputising for other senior managers including the Head of Retention at senior level meetings including, trading and pricing committees

Knowledge, skills, qualifications and experience

Highly numerate, with an understanding of GI Pricing to lead performance analysis and trading discussions and be credible with Pricing including senior audiences such as MPUCs.

Proven ability to turn complex information into engaging, plain English communications with excellent written communication skills and creative flair.

Exposure to working with customer insight to shape communications & strategies

Strong relationship management skills - ability to challenge, influence and negotiate at senior level.

Outstanding organisational skills and attention to detail.

Able to lead cross functional teams on projects or actions related to the role.

Have a degree or higher qualification in Marketing or numerical qualification.

Extensive people management experience, with proven ability to successfully develop individuals and manage a marketing team.

Experience within a customer centric organisation preferred.

Good understanding of the financial services industry and working within a regulated environment.

Why Work for Us?

Exciting things are happening at LV=General Insurance (LV=GI). Having recently become part of the Allianz family, we’re proud to be one of the largest personal insurers in the UK.

Driven by our pride and passion, we will always do the right thing to inspire trust in our people and our customers. That’s why we’ve made it our mission to become Britain’s best-loved insurer, by helping people look after what they love.

About the Rewards

This role is a Senior Associate cluster in the LV= Structure. We want you to love what you do that’s why we’ve put together a benefits package that recognises and rewards a job well done.

We’ll give you:

Flexible working opportunities – many of our employees job share or work part-time, flexi-time, or compressed hours. Our new hybrid working model now offers all employees the option to work from home 3 days a week and 2 days in the office.

26 days' holiday – which increases after two years’ service to 28 days. Plus Bank Holidays.

A competitive pension for which LV= will pay twice the amount you pay, up to 14%

An annual bonus scheme based on company and personal performance

Gympass

Other flexible benefits including discounted retail vouchers and dental insurance

25% discount off our general insurance products including home, pet and travel as well as up to 50% discount on your car insurance

LV= is an equal opportunities employer who values a diverse and inclusive workplace. We recognise that people work in different ways, and we value alternative viewpoints, celebrate individuality and foster a culture where everyone can bring their true self to work. We are committed to creating a diverse workforce and we accept applications from everyone regardless of your background, beliefs, culture, gender identity, ethnicity, sexual orientation, disabilities and long-term health conditions

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