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Retention Consultant
5 months ago
**About The Role**:
RAC have an amazing opportunity for a **Retention Consultant** who will own and drive key retention initiatives and support the delivery of the overall RAC breakdown retention strategy. Working as part of the wider Membership and Retention team, you’ll take full ownership of the end-to-end communications that are delivered to our 2.2 million RAC members within our Consumer Roadside Division.
Using member insight and channel information to understand different customer needs, you’ll identify opportunities to improve existing communications, programmes and propositions that will help drive loyalty and customer retention.
Key Accountabilities:
- Create actionable improvement in churn & member value across all leavers
- Develop business case and ROI metrics to support all activity and gain sign-off from Membership & Retention Team.
- Support in the development of new propositions & comms for existing customers that will help drive future customer loyalty.
- Review the performance of existing campaigns with Insight team to identify improvements to optimise on-going performance. Any improvements identified will need to be worked on with cross functional delivery teams.
- Work closely with our channel management to ensure we are driving improvements in the key customer touchpoints such as breakdown roadside experience, membership call centre, digital self
- service to ensure we meet and exceed customer expectations and deliver on the commercial targets
- Manage compliance led activity to ensure best possible outcomes for our members.
You’ll have experience of consumer marketing, ideally retention marketing, gained within a consumer services brand and knowledge of the financial services or retail sector would be advantageous. Creative and analytical you’ll understand commercial KPI’s, have a track record of delivering results and the tenacity and drive to make things happen. Demonstrating gravitas and credibility, you’ll have excellent relationship building and communication skills with the ability to build trust with both stakeholders and your peer group and experience of cross functional working.
A degree and/or marketing qualifications (e.g. CIM or IDM) would also be advantageous.
There are great opportunities for progression within the RAC and we will ensure the support is available to help you to drive your career forward.
