Customer Retention Manager

London (Greater)
11 Mar 2018
16 Apr 2018
Contract Type
Full Time
Are you passionate about Marketing, Customer Lifetime Value and retention? You stand out when it comes to maximizing customer lifetime value over time, improving customer proposition, analysing, improving and optimizing campaigns? We would love to hear from you!
We are looking for someone to take ownership of online and offline marketing activities across all Oakam media channels, focusing on existing customer retention. This is a key role within Oakam and a great opportunity to evolve towards more responsibilities.

At Oakam we work together to create a better future for our customers, continuously improving our proposition. We empower employees and value big ideas. We have set high growth targets for the next four years and we are hiring the best people to help us to achieve our ambitions.
You will take ownership of the existing customer book and work closely with the CMO, CRO and CFO to formulate your strategy and forecast for the upcoming year to enable portfolio growth.

You will have 2 direct reports.
Key responsibilities:
• Own all existing customer direct and indirect campaigns, re-define the campaigns as needed, decide A/B tests, improve response and conversion, analyse performance data, identify trends and provide insights in order to achieve maximum ROI across campaigns
• Closely monitor and report back on attrition rates and segmented retention
• Optimize the customer comms journey for each segment, ensuring offers are optimize at each stage
• Redefine the low and grow model in accordance to customer needs and company growth ambitions (cLTV)
• Manage marketing budgets for existing customers
• Work closely with the finance team to reconcile existing customer growth forecast with the planned budget
• Work closely with the Credit Risk team to ensure the offers are in line with risk appetite
• Track, report, and analyse initiatives through engagement metrics to internal conversion metrics and life time value
• Manage multi-language media campaigns
• Compile and manage seasonal activity and testing calendar
• Monitor and report on Oakam performance and competitor activity

Required Competencies:

- At least 4 years of professional experience in a Marketing, Finance or Business Development role, ideally in Financial Services working on a Lending or Credit product
- Strong understanding of Credit Risk
- Exposure to Finance, Operations, Compliance
- Prior experience in a customer retention role (understanding of customer financial needs, online and offline campaigns, campaign A/B testing and optimization etc..)
- Strong quantitative / analytical capabilities with experience dealing with large data sets
- A desire to constantly learn and keep up with the competition
- Experience of Marketing in a regulated environment
- Excellent communication skills (verbal and written) and the ability to communicate effectively at all levels
- Attention to detail/Analytical skills
- Excellent project management and organisational skills

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