Customer Engagement Manager

We have an exciting opportunity for a Customer Engagement Manager to join our Brand and Marketing team here at Hastings Direct.

You’ll be joining at a very exciting time of growth; we’re in the process of onboarding a new Customer Engagement system, Braze, in conjunction with a Customer Data Platform, mParticle, which will enable us to automate our customer engagement communications across a number of channels for a variety of use cases.

This is a great opportunity for a CRM Manager to carve out the in-life communications space and build a strong multi-channel proposition from the ground up. With new platforms/tech coming in as we speak, you’ll have the ability and exposure to really make a difference in how we communicate and engage with our customers.

The ideal candidate will be a commercially minded Customer Engagement Manager who has impressive stakeholder management skills and the ability to lead campaigns that drive commercial uplift. You will also be customer focussed with experience of building customer journeys from scratch.

Working in hybrid working model, we expect you will be in either our London or Bexhill office 1 day a week, dependent on business requirements.

About the role

Our ambition is to develop an events-based customer engagement programme that will drive incremental revenue for our business and improve engagement and awareness of our core services and propositions.

You’ll be working closely with two other Customer Engagement Managers, our Customer Engagement Database Manager and will have high exposure to various stakeholders across commercial, digital and marketing teams.

This is a great opportunity for a CRM Manager to carve out the in-life communications space and build a strong multi-channel proposition from the ground up. With new platforms/tech coming in as we speak, you’ll have the ability and exposure to really make a difference in how we communicate and engage with our customers.

What You’ll be doing:

  • Managing various elements of the customer lifecycle, across all products to drive metrics such as digital adoption via our app, renewals, digital claims, in life cancellation, mid-term adjustments and customer engagement. Work as part of a high-performance team to develop and deliver a coherent strategy for these areas to meet our business goals.
  • Building new customer journeys, combining learnings to date and new ideas to deliver on KPIs
  • Optimise existing customer communications to increase conversion rates and improve customer experience.
  • Brief copywriters, agencies and internal dev teams to build effective, customer focussed campaigns and communications.
  • Use a test and learn methodology across all communications to learn more about our customers and become incrementally more effective.
  • Champion the customer to help solve problems, make things easy to understand and deliver the best experience possible.
  • Leverage data and implement new data models to send the right messages to customers at the right time.
  • Diversify the channel mix to get messages out to customers in the most effective way possible.

Benefits for you

Please find some of the great benefits we offer here at Hastings Direct:

  • Competitive salary which we will share upon shortlisting
  • Bonus earning potential of up to 5%
  • Excellent pension offering – 10% matched
  • Life assurance
  • Flexible benefits – buy or sell up to 5 days holiday, cycle to work scheme, opt in dental and healthcare cash plans and more!
  • 25 days holiday + bank holidays
  • An excellent wellbeing programme offering you access to multiple partners such as Nudge (financial wellbeing support) and our colleague assistance programme, plus so much more!
  • Smart Reward – access to various High-street discounts

Click for more details about the great rewards & benefits we offer.

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.

Job Information

Job Reference: 60007286_1659517585
Salary: Negotiable
Salary From: £
Salary To: £
Job Industries: Marketing
Job Locations: London
Job Types: Permanent
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