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Retention Manager


Job Ref:
2033

Job Title:
Retention Manager

Location:
Dundrum - Dublin 16

Closing date:
Close date not set

Vacancy Description

Join 123.ie and make a difference every day

At 123.ie we empower our customers to make a difference in their lives. And the same goes for our employees.

As part of RSA Insurance Ireland, we have offices in Belfast, Galway and Dublin, where we’ve embraced hybrid working and empower our people to work flexibly to suit their needs and those of our customers.

Our diverse customer base benefits from the diverse perspectives of our teams that serve them, solving complex problems with creative ideas.

As proud member of the Intact family, we’re part of something bigger with a presence in North America, the UK, and Europe. Our business has grown organically and through acquisitions to over $20 billion of total annual premiums. 

We want you to succeed with us and grow with us – and we’ll give you the tools, flexibility and learning opportunities you need to do it. 

And, if you bring your best, then we promise to give you, our best.

 

Culture and Community

123.ie is a purpose-driven business – our purpose is to help people, businesses, and society prosper in good times, and be resilient in bad times’.

We do that by living our values – Integrity, Respect, Customer-driven, Excellence, and Generosity – in everything that we do.

We provide an open and honest workplace – where everybody contributes, and every view is listened-to and respected.

Generosity is in our DNA and is the value that guides and enables our people to help others, protect the environment and make our communities more resilient. It drives our efforts to care for people and to give our time, financial resources and talent. We’re also committed to helping society adapt to a changing climate taking reasonable care to ensure that our business activities are conducted in an environmentally sustainable manner.

 

Out stats don’t lie… in our annual engagement survey

95% of our people are committed to driving innovation and change

91% of our people celebrate the diversity in their teams and wider company

90% of our people feel safe to share they’ve made a mistake

89% of our people strive to recognise colleagues for the amazing work they do

89% of our people know how their job supports the company’s strategy

 

So if you want to make a difference every day, we’d love to have you.

 

 

 

Retention Manager

As the Retention Manager, you will lead the team responsible for growing our customer base by reducing churn, increasing customer engagement, and growing overall lifetime value through personalisation and journey optimisation. You will oversee lifecycle management and co-create user experience with the digital team as an advocate for our customers. You will report to Head of Customer Growth, and work with Sales, Marketing, Analytics, Digital and ITS to bring your vision to life.

The core objectives of the function are to;

  • Retain the existing customer base across all of the 123 products;
  • Identify and deliver additional value from existing customers;
  • Increase customer satisfaction, engagement and loyalty;
  • Develop and deliver initiatives that engage, grow and retain customers;
  • Embed customer value decisioning in all our activities.

The purpose of this role is to generate sustainable and profitable growth by retaining and maximising the revenue of the existing customer base. Our objectives are to retain the existing customer base, identify and deliver additional value from existing customers and increase customer satisfaction, engagement and loyalty

 

Key Responsibilities:

  • Build the 123.ie retention and lifecycle management strategy
  • Understand our core customer segments, their key journeys and experience issues, and develop scalable strategies to reduce churn and grow customer lifetime value
  • Act as a senior manager on the 123 team, advocating for the customer and churn reduction strategies across several teams, including with executive leadership
  • Partner with Analytics and Data Engineering to build real-time retention and propensity models
  • Establish and report on success metrics
  • Partner with the Sales Manager to engage and convert new users being acquired through different channels with a personalized experience
  • Be responsible for core KPIs - churn, LTV, and engagement rates across our product portfolio
  • Work with the Renewal team in the call centre to improve save rates
  • Work with the digital team to evolve A/B testing process to ensure that we are learning quickly and leveraging an insight to action framework
  • Develop CRM capability
  • Work with Product and Digital leadership to execute experiences designed to increase personalization, engagement and retention

 

Requirements:

  • 5+ years’ experience in relationship / lifecycle management, CRM, digital retention marketing
  • 2+ years of experience managing a team
  • Data driven/analytical approach to create actionable insights and plans
  • Experience educating others on the concepts of user segmentation, personas, customer journeys, and lifetime value
  • Have a growth mindset and be a customer advocate
  • Experience with CRM, mobile marketing platforms, and marketing analytics software

 

RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status.


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