Retention Assistant
Lloyds Banking Group – General InsuranceLloyds TSB Insurance is the general insurance arm of the Lloyds TSB Group. With over 6 million policyholders, the leading share of the direct home insurance market and the fastest-growing segment of the motor insurance market, Lloyds already enjoy an enviable position in a very competitive marketplace. Lloyds offer the perfect environment for people with the drive and ambition to match our own.
An exciting new opportunity has arisen for a Retention Assistant to join our products and marketing team based in Leeds.
Accountabilities
• Working across key GI products (Household, Creditor and Commercial) to develop and execute a GI retention strategy that delivers business plan targets.
• Whilst building sustainable customer advocacy.
• Responsible for retention rate (CAR and MTC), retained earned premium and stock value, with responsibility for designing and delivering plans across all.
• Retention drivers – in particular customer engagement, exit contact and exit management.
• Working with the Direct P&L and Customer Services to set the strategy and framework for the retention operation (BRT) and providing save tools to enable.
• Effective exit management.
• Planning existing customer marketing campaigns to improve customer loyalty and improve retention performance through a strong customer contact programme.
• Building strong relationships with the P&L’s to deliver improved retention performance, and where appropriate, to develop tactical retention opportunities.
• In support of in-year P&L performance.
• Influencing across teams to help ensure that all proposed customer propositions help to optimise long-term retention performance and improve back-book.
• Profitability.
• Ensures that TCF principles are adopted and embedded within all existing customer initiatives.
• To develop and influence product related developments, continual retention specific process improvements and identification, investigation and delivery of new retention initiatives for household insurance.
Key Capabilities
• Experienced Marketer with good working knowledge of customer management disciplines, practices, principles and techniques.
• Excellent commercial awareness and business acumen with a full understanding of the Financial Services Market and the general insurance value chain.
• Experienced in Retention marketing and in managing initiatives across the business to optimise retention performance.
• Proven ability to develop and work with insights to develop initiatives that address unmet needs / build customer loyalty.
• Proven ability to get results and deliver change in a complex organisation.
Skills and Knowledge
• Excellent leadership skills (judgment, drive, influence and execution).
• Strong interpersonal skills including communication, negotiation and influencing.
• Strong relationship management skills.
• Attention to detail and accuracy.
• Well developed project management skills.
• Well-developed analytical skills; experience of interpreting management & market information, knowledge of budget setting, control & planning.
• Strong working knowledge of customer management, and in particular retention best practice within Financial Services and/or related industries.
• Excellent understanding of the General Insurance market, products, etc.
• Excellent understanding of the risk and governance framework, the FSA Treating Customer Fairly (TCF) outcomes and how to apply them to real life scenarios.
• Degree qualified or of graduate caliber.
• Marketing Diploma or equivalent.
For more information email your CV to danny.palmer@resource-management.co.uk