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Customer Lifecycle Specialist

Job Ref:

Job Title:
Customer Lifecycle Specialist

Dundrum - Dublin 16

Closing date:
Close date not set

Vacancy Description

Join and make a difference every day

At 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 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 – IntegrityRespectCustomer-drivenExcellenceand 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.

Our 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.



Customer Lifecycle Specialist

We’re looking for a creative customer lifecycle professional to develop and execute communications strategies focused on engaging and energising our customer base at  

This includes design and implementation of a wide variety of communications covering email, SMS, direct mail and Telesales as well as inbound channels of Care and website. 

This is a new role and will be responsible for building the customer Lifecycle covering Lead conversion, on-boarding, In Life, Cross sell, Upsell, Loyalty, Retentions and Winback.   

You'll have excellent problem solving and collaboration skills, working closely with Sales, Marketing, Customer Care, Digital and IT to develop innovative solutions to customer problems. 

You’ll need to be an expert communicator with brilliant copy-writing skills,  an eye for great design and the smarts to build out sequenced customer journey communications plans by segment and across channels.  

You'll be comfortable with data - identifying the right data to target and personalise campaigns as well as working with a data analyst to identify opportunities and report on the success of your campaigns. 

Ensuring consistency across all channels, you’ll also adhere to strict compliance and  advertising measures. This is a fantastic opportunity for an enthusiastic, curious and creative self-starter passionate about great communication. 


Key Responsibilities:

  • Design and implement the Customer Lifecycle strategy covering all phases of the lifecycle and all channels. 
  • Primary KPI will be Retention but this role will also support with Sales, Engagement and driving customer self serve. 
  • Be the domain expert in the Responsys email marketing platform and also use existing tools including Puca SMS and Inforama. 
  • Develop short and long-term goals including objectives and execute against annual operational plan. 
  • Ensure that campaign content is curated, accurate, follows our in-house style guide and compliant with industry regulations. 
  • Collaborate with the wider team including Marketing, Sales, Digital, Customer Care, Voice of the Customer, Pricing and IT to come up with fresh, creative campaign ideas, keeping our audience in mind.



  • A minimum of 2 years’ experience in a similar lifecycle or email marketing role. 
  • Strong knowledge of email marketing and communication practices and techniques. 
  • Comfortable and proficient in Microsoft Office, HTML and an Email Marketing platform such as Responsys. 
  • Proven experience creating targeted personalised lifecycle campaigns. 
  • Knowledge of data, using customer 360s and reporting on campaign success. 
  • Outstanding written and verbal communication skills. 
  • Ability to multitask and work well under pressure. 
  • Excellent organizational and stakeholder management abilities.


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

Sorry, this vacancy is closed.

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