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Renewals and Retentions Director
2 months ago
We are seeking a highly skilled and experienced Renewals and Retentions Manager to join our team at Staysure Group. As a key member of our commercial team, you will play a pivotal role in shaping the commercial success of our emerging brands during the renewal phase.
Key Responsibilities- Develop and execute strategies to boost customer engagement and enhance their overall experience, ensuring alignment with brand objectives and achieving key commercial targets.
- Collaborate closely with the Group Director for Retention and Renewals to craft and execute strategies that drive commercial success.
- Manage CRM campaigns, leveraging various data sources and effective communication to create a top-tier contact strategy.
- Navigate a complex matrix environment, collaborating effectively across departments to build business cases, optimise IVR routing, and define pricing strategies.
- Skilfully manage multiple diverse workstreams and their leaders, ensuring alignment with the overarching objectives of the organisation.
- Lead the analysis of quant and qual data to gain insights into customer behaviours, preferences, and trends, informing CRM strategies and campaigns.
- Manage a high-performing team and matrix resources to deliver outstanding customer and colleague experiences.
- Ensure alignment of resources to strategy and priority initiatives, prioritising hiring, onboarding, and performance management.
- Maximise commercial outcomes by working with Finance on business cases, prioritising efforts, and implementing robust reporting mechanisms.
- Champion customer experience and regulatory compliance, ensuring alignment with consumer duty and regulatory requirements.
- Contribute to setting annual OKRs and 90-day OKRs for squads, coaching and mentoring team members for growth.
- Excellent commercial acumen and numeracy.
- Empathetic leader capable of building highly effective and motivated cross-functional teams.
- Adept at stakeholder management and influencing skills.
- Experience of working in product – understanding the process to build exceptional digital experiences.
- Proven success in managing transformative change programmes and regulatory environments.
- Deep understanding of agile delivery methodologies and working in matrix/agile team environments.
- Experience in high-paced commercial and challenging trading environments.
We welcome all new starters with open arms, providing training, development opportunities, and great benefits. Our organisation has transformed the way customers interact with insurers, establishing a benchmark for exceptional service. We are eager to find passionate and motivated individuals to join us on our journey to success.
