Retention & Renewals Manager

Salary: £60,000

Work Life Balance: Hybrid, 2 days per week at our Northampton or London office

✈️ Candidate Journey: Our goal is to reply to applications within 3 working days. Additionally, we make sure to acknowledge, evaluate, and respond to all applications as a way of showing our appreciation for your time and effort in applying to us.

Interview Process:

1. Telephone interview with a member of Recruitment (30 mins)
2. Initial CV run through with Hiring Manager (30 mins)
3. Case study and present (1 hour)
4. Final interview - informal chat with Commercial Director of Growth (30 mins)

Are you ready to join an award-winning business that is reshaping the insurance landscape? Our organisation has transformed the way customers interact with insurers, establishing a benchmark for exceptional service. With our recent digital transformation, we are eager to find passionate and motivated individuals to join us on our journey to success.

We firmly believe that attracting and developing talented professionals is essential for our ongoing growth and success. By investing in our team, we create an environment where innovation thrives and opportunities abound.

Our aim is to innovate, dominate and disrupt niche insurance on a global scale, which means we are seeking innovators and individuals who embrace change with ease. Together, we can drive change and make a significant impact in the industry.

The Role:

In the role of Retention and Renewals Manager, you will be pivotal in shaping the commercial success of all emerging brands at Staysure during the renewal phase. Collaborating closely with the Group Director for Retention and Renewals, your focus will be on crafting and executing strategies that boost customer engagement and enhance their overall experience, while ensuring alignment with brand objectives and achieving key commercial targets.

Your expertise in managing CRM campaigns will be a vital asset in this position. You will leverage various data sources and your understanding of effective communication to create a top-tier contact strategy. With a strong foundation in digital products, you recognise the significance of promoting digital adoption as a primary goal. Your ability to navigate a complex matrix environment will enable you to collaborate effectively across departments, whether it’s building business cases with Finance, optimising IVR routing with Operations, or defining pricing strategies with the Pricing team.

As the primary contact for all initiatives related to your brands, you will skilfully manage multiple diverse workstreams and their leaders. Your role as a subject matter expert will allow you to strike the right balance between achieving quick wins and pursuing long-term strategic goals, positioning you as the driving force behind all initiatives. Your leadership will be essential in ensuring that each project aligns with the overarching objectives of the organisation.

What will you do?

• Manage the trading performance of your brands leading on forecasting, variance to plan reporting and deep-dive analytics (with support from our Business Intelligence team).
• Lead the analysis of quant and qual data to gain insights into customer behaviours, preferences, and trends, informing CRM strategies and campaigns.
• Provide strategic direction and leadership for all retention and renewals activity across the Group, refining strategies based on internal and external inputs.
• Manage a high-performing team and matrix resources to deliver outstanding customer and colleague experiences.
• Managing our carefully selected suppliers to drive our CRM initiatives forward.
• 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.
• Identify and pursue large, disruptive opportunities to improve customer lives and disrupt the insure-tech sector.
• Build strong relationships with teams and stakeholders across the organisation, ensuring buy-in for strategy roadmaps.
• Contribute to setting annual OKRs and 90-day OKRs for squads, coaching and mentoring team members for growth.
• Work alongside Group teams to identify blockers and gaps in internal capabilities, proposing suitable third-party relationships for improvement.

Essentials:

• Excellent commercial acumen and numeracy.
• Strategic thinker with the ability to turn vision into strategy and delivery.
• 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.

Bonus skills you may pack in your suitcase:

• Familiarity leading a P&L and digital teams.
• Experience with CRM software such as Salesforce or Braze.
• General Insurance SME, ideally in personal lines or travel insurance.

You will find more information about us and our benefits on our careers site: Adventure awaits with Staysure Group - Staysure Group

We’re assembling a diverse team, where skills, not checkboxes, reign supreme, regardless of race, religion, sex, sexual orientation, gender identity or disability.

Staysure Group welcomes all new starters with open arms, providing training, development opportunities, and great benefits.