Retention Channel Partner

6 months ago

Basingstoke, United Kingdom The AA Full time

**Company description**:
**Job Title**: Retention Channel Partner

**Location**:Basingstoke - Hybrid

**Contract**: Full-Time Permanent

**Salary**: Up-to £58,000

**Hours**: Monday to Friday

**AA Summary**

Thought The AA only provide roadside assistance? Think again.

For over 100 years, we’ve continued to evolve and adapt. Today, as the nation’s number one motoring organisation, we offer a range of excellent products and services to millions of customers from roadside assistance to home and motor insurance as well as providing the latest driving technologies. As we continue to expand, diversify, and modernise, joining us as an Accounts Assistant, you’ll play a key part to our success and join us on this exciting motoring journey.

LI-THEAA #LI-Hybrid

**This is the job**:
The Retention Channel Partner manages the planning and commercial analysis of the contact centre retention strategy, optimising the discount strategy & agent toolkit. Owns a pipeline of commercial initiatives to improve customer retention and acts as a commercial business partner to the operational team.

**What will I be doing?**:

- Build a strong relationship with the contact centre teams, working together to optimise inbound (Stay AA) & outbound contact centre retention performance and customer interactions
- Drive a data and insight driven approach to channel management, to plan & optimise the £30m+ customer discount given reactively to retain customers, whilst ensuring the right toolkit is available for agents to use to save customers (working closely with the Retention Planning Manager - Offers)
- Own a pipeline of commercial initiatives to improve performance, actively proposing changes and introducing new activity through which to maximise commercial results whilst delivering correct customer outcomes
- Own the understanding of commercial performance of Stay AA & Outbound. This means working closely with the Retention Analyst, Insight & MI teams to determine actionable insight and MI on performance, and building a forecast to underpin performance optimisation
- Manage the relationship with Affiniti to maximise the commercial benefit delivered by Affiniti call routing. Identify & pursue further opportunities to route calls more effectively

**What do I need?**:

- Understand and have worked with commercial operations teams
- Excel advanced user -able to build forecasts and models to explain complex commercial results
- Commercial acumen - focus on revenue and profit creation
- Exposure to offer optimisation
- Experience in improving commercial performance and customer outcomes in a contact centre/retention environment (desirable but not essential)
- Experience working in regulated subscription businesses (especially Telco or Insurance) (desirable but not essential)
- Some SAS skills would be an advantage (desirable but not essential)

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