Santander Consumer Finance UK (SCUK) is based in Redhill, Surrey and provides motor finance to a network of car dealerships throughout the United Kingdom.
We are now looking for a Customer Retention Insight and Development Specialist to join our busy Commercial team. Reporting to the SCUK CRM Manager, the key purpose of this role is to support the delivery of an effective, fully integrated end-to-end customer retention strategy for SCUK, our Dealers and OEM partners.
This includes providing the data analysis and working on tactical initiatives to support improvements in customer retention.
Please note this role is a hybrid role with at least 3 days a week in the Redhill office. Remote workers will not be considered.
Responsibilities will include:
- In line with the strategic pillar of maximising retention and achieving targets, support the CRM Manager to develop & optimise both the strategic and tactical initiatives
- Ensure the business has the maximum chance of renewing & retaining all existing customers
- Delivering that activity through SCUK's customer facing brands, SCF, white label and leisure brands
- Integrating fully into OEM and Dealer partner activity
- Interrogate various data sources to measure and analyse the impact of renewals activity to understand success and target achievement
- Develop and manage the build of renewal analysis in PWBI
- Compile and present findings at relevant internal & external meetings to share and gain support for findings with a view to driving future improvements
- Establish a sound working relationship with the SCUK Marketing department, other SCUK business functions, with dealer and key OEM partners, and external suppliers
- Support the CRM Manager with the provision, maintenance, and ongoing development of a CRM lead platform
- To work with the CRM manager to support in overseeing the building and testing of development work
- Proactively provide support to the SCUK and OEM field-based sales teams to ensure renewals and retention remain a focus, and that they have the necessary tools, reports and information to drive performance improvement within their territories
- Adhering to our commitment to Consumer Duty ensuring we put our Customers' needs first and set higher and clearer standards of consumer protection
What we're looking for:
- Professional marketing experience
- Previous experience within motor related financial services or as a minimum worked within an environment where both B-2-C and B-2-B marketing activity took place
- The ability to work with data in MS Excel and create reports to interrogate and analyse results to create meaningful insight
- Would benefit from having worked in an environment or worked closely with external third-party suppliers
- Strong experience in data analytics and modelling
- Ability to produce sound working documentation and presentations, including business case proposals and requirements, briefs and presentations
- Has experience and can demonstrate working with and developing PWBI
- Has an appreciation of legal, regulatory and compliance issues relating to the use of customer data and is familiar with the principles encapsulated within 'treating customer fairly' code of conduct
- It is expected that any candidate is able to display a good understanding of the general market sector, can exhibit sound business acumen, have excellent interpersonal skills and is comfortable and confident when dealing with senior management.
We have a range of benefits available which include:
Competitive salary of £42 - 48,000 dependent on experience
27days holiday per annum, plus bank holidays
Annual bonus based on personal and company performance
£500 flexible benefit allowance
Generous pension contributions
Employee assistance programme
Sharesave scheme
Gym passes at a reduced rate for 3,000 gyms, leisure centres etc
Inclusion
At Santander we're creating a thriving workplace where all colleagues feel they belong and are supported to succeed. We all help to make Santander a workplace that celebrates diversity and attracts, retains and develops the most talented and committed people through living our values of Simple, Personal, and Fair.
What are the next steps:
If you are interested in this role and believe you have the skills, experience, and knowledge then we'd love to hear from you. Please go ahead and click apply which will take you through some questions and allow you to submit your CV and covering letter.