Vcfsuk Head of Customer Retention

4 weeks ago

Maidenhead, United Kingdom Santander Full time

VCFSUK Head of Customer Retention

Country: United Kingdom

**WHAT YOU WILL BE DOING**

**Who are we?**

Volvo Car Financial Services UK (VCFSUK) is a financial services joint venture business, part-owned by Volvo Cars and Santander Consumer Finance, providing funding solutions for our three OEM brand across the UK network - Volvo, Polestar and London Electric Vehicle Company. We have an exciting job opening within our Commercial team as our new Head of Customer Retention based in our Maidenhead offices.

**What you’ll do**

Reporting to the Commercial Director, the key purpose of this role is to ensure that we maximise all opportunities to renew current VCFSUK customers across the three brands we represent as a captive lender. Through a thorough understanding of the brands, the customer base, and the products we offer, you will develop an overall strategy for the future of renewals both now and as the industry transitions to a higher proportion of direct sales and agency models.

Responsibilities will include:

- Developing a best-in-class commercial strategy to optimise our renewals performance
- Constructing comprehensive CRM strategies for the brands that allow us to work in partnership with both the OEM and retailer partners, as well as an independent approach to accommodate our approach to direct/agency sales
- Leading the development of the CRM platform creating a strategic roadmap for the next phases of system enhancements
- Overall management of the CRM platform, reviewing usage, performance, customer data, pricing and campaigns
- Creating testing and evaluation processes to assess the effectiveness of marketing programs
- Leading the monthly renewals meetings to ensure that data is presented with the right level of prominence to ensure that renewals is a core activity
- Working in collaboration with the Head of Learning & Development to ensure that training materials on both renewals and Trade Cycle management are relevant and up to date
- Overall responsibility for relationship management with regards to renewals, both at an OEM and retailer level, supported by a compelling business case showcasing the importance of renewals to OEM loyalty, and the broader value chain

**Do you fit the profile?**

A track record of creating, delivering and evaluating integrated marketing plans, involving multiple internal and external stakeholders. Experience of working in a complex shareholder set-up with diversified business departments would be beneficial.

You will have exceptional communication skills with the ability to interact across all levels of the company and its shareholders and stakeholders. You will be a strategic and creative thinker, results oriented and high attention to detail.

Experience in asset or automotive finance would be preferable, along with experience in CRM strategy and development.

**What we offer**
- Salary £55,000-60,000, depending on experience, reviewed, and benchmarked annually
- Discretionary, performance-related bonus scheme equivalent to 10% of salary for an on-target performance rewards you while you help us to achieve our goals
- 30 days of holiday per year plus bank holidays, with the option to buy and sell holidays each year
- 35-hour flexible working week with hybrid working in our modern, open-plan office or from home as agreed
- Non-contributory pension scheme with death in service cover
- Access to 2 cars through Volvo’s preferential employee lease car scheme
- Free onsite parking and electric car charging for your plug-in hybrid or battery electric vehicle
- Access to a suite of flexible benefits along with a subsidised onsite restaurant plus free refreshments and snacks
- For VCUK only: _

**_How to learn more and apply: _

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