Customer Engagement Lead

Posted 05 Dec 2022

SAGA Plc

Folkestone (Marketing / Products)


Job Type:permanentDuration:
Category:Marketing / ProductsRecruiter Reference:saga/TP/43962/2228
URL for Applications:Apply HereSalary:£32,226

** At Saga we’re radically flexible which means our colleagues have total autonomy over where they work – home, hybrid or hub. This role has a hybrid element which means our team come together when we need to collaborate.

Our people are everything to us. The way they deliver exceptional experiences every day for our customers, for their colleagues. The way they own what they do. Their 'Why's it like that?' curiosity. How they always think of others and work together to get things done. For us, for you, make do will never do. Good enough? Not even close. Come and do the best work of your life alongside lovely colleagues. Come to Saga. 

And right now,

Package Description

The standard benefits when you join Saga include: 

  • Remote working available where possible

  • 25 days annual leave plus bank holidays with the choice to buy a further 5 days annual leave per year 

  • Free private medical insurance after 1 years' service 

  • Workplace Pension 

  • AXA Be Supported 

  • A range of reductions and offers from leading retailers, travel groups and entertainment companies

Main Responsibilities
  • Design, ownership and optimisation of the Customer Engagement journey – from Policy / Group welcome through in year engaging comms through to renewal invitation and renewal of the policy.   Consideration of all cohorts of customers according to marketing and channel consent permissions.
  • Introduction and management of on and offline campaigns, journey mapping and optimisation, improving documentation and communicating with customers around the considerable additional benefits of being insured with Saga. 
  • Delivering against the budget for satisfaction, x-sell, upgrades and retention initiatives
  • Introduce reporting around customer satisfaction metrics that are relative to the in year experience and show an improvement in the scores
  • Lead where required working groups relevant to Customer Engagement whilst proactively representing the area in wider working groups covering Marketing, Operations, Customer Benefits and IT
  • Lead transformation of renewal invite process (pre renewal, invite, follow ups) for both paper and digital approaches in line with optimisation and changes to regulation. 
  • Work across the Group to help create and introduce a ‘one Saga’ onboarding process which raises awareness of the wider products and services available to a customer and the considerable benefits of accessing these through Saga.
  • Integrate a ‘customer interest’ platform that allows Customers to share their interests and insurance data to improve personalisation and targeting for the customers benefit.  
  • Work closely with the ‘customer benefits’ team to identify and onboard relevant offers that are suitable for insurance customers and can be tested in comms to drive additional benefit for the customer and the business.   
  • Carry out market, competitor and other sector research to evolve our programme for both engagement and retention ensuring that we are providing customers with exceptional experiences.
  • Create, coordinate and help to execute the launch of new initiatives in relation to Lead Acquisition, creating a nurture programme that warms enquirers into buyers through a time defined programme
  • Responsible for demonstrating an understanding of relevant regulatory risk across Marketing and customer touchpoints including working knowledge of the latest ICO and FCA guidance
  • Ensuring that customer touch points are available across the relevant channels and can be extended into digital, social, MarTech and emerging platforms and technologies as appropriate
  • To be a positive, proactive leader of the Services and Personal Finance Marketing Team
The Ideal Candidate
  • Marketing, Campaign or Regulatory communications experience (customer focused) within a regulatory environment
  • 3-5 years of experience in a comms planning, media planning, digital strategy, or a social planning role; expertise in developing customer-focused solutions, marketing, and transformational communications
  • Strong experience and/or awareness of integrated campaign delivery across multiple internal touchpoints and channels; with proven ability of successful  campaign execution delivered within regulatory requirements
  • Campaign leadership as an individual and with a team and the ability to demonstrate examples of multi-tasking, prioritisation, and solution-orientated approaches
  • Experience leading and working collaboratively across teams within regulatory and financial services environment/s
  • Good experience of change processes including requests, requirements gathering and project delivery
  • Excellent personal communication and presentation skills and able to come across as a professional, credible, respected representative of Saga
  • Understanding of a Financial Services regulatory environment
  • Co-ordination skills – able to co-ordinate and lead projects across the business
  • Ability to use insights to drive greater connection with consumers
  • Superior professionalism with internal and external teams
  • Strong interpersonal, verbal, and written skills as well as proven ability to develop well-written documents and eloquently present
  • Well organised and detail oriented
  • Ambitious personality who is open to helping with any task

Ability to work under pressure and deadlines 

Our Saga Values:

  • Precision Pace - Always owning and making things happen. 
  • Empathy – Always aware of others. 
  • Curiosity – Always asking why.
  • Collaboration – Always one team, the Saga team!
About The Company

Having spent our first 30 years focused on travel, Saga launched Saga Magazine and developed home and motor insurance and financial services in the 1980s. Private medical and pet insurance followed in the 1990s, along with the launch of our own cruise ship operation. The strength of the Saga brand provides the Group with the ability to develop in-house or partner with suppliers to offer our customers and members highly differentiated, competitively priced products which meet their evolving needs.

Saga exists to help our customers and members lead the life they want to lead. To succeed in this, we know that the most important thing to do is to listen to our customers and members. At the heart of our business model is our drive to know more about our customers’ wants and needs so we are best placed to serve them.

Applying this approach over the past 70 years has enabled us to become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic and is recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

When you join Saga you will see that we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement.

We value diversity not just because it is the right thing to do, but because diverse teams perform better. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity.

We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required.

We are a member of the 30% Club and partner with Women Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.

We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme. 

 

 

To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Any engagement with employees or provision of CVs to employees within Saga where you have not engaged with the Talent Acquisition Team will be considered speculative and Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

#LI-Hybrid

 

How to Apply

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