Marketing Retention Analyst

Michael Page Marketing
08 May 2017
07 Jun 2017
Contract Type
Full Time

As a Retention Analyst the successful applicant will be working within the Insurance Marketing function, providing insight into retention related marketing and telemarketing performance with a focus on investigating, identifying and delivering opportunities for commercial initiatives to improve Insurance retention channels and reduce customer churn.

Client Details

My client is a very well known credit broker providing cards, loans, savings and mortgages. As the UK's biggest independent insurance broker, providing 1.6 million car, home and life insurance policies and almost 120,000 loans every year.


The successful Retention Analyst will be responsible for:

  • Monitoring overall retention and the performance of the call centre retention team against commercial targets
  • Providing daily reporting for tactical action and weekly reporting for the trading process
  • Assisting in the identification and development of a pipeline of initiatives and opportunities that maximise inbound save rates
  • Developing specific save and discounting approaches for individual customer cohorts
  • Supporting the operation in embedding and understanding the effectiveness of new performance management initiatives
  • Delivering understanding of underlying performance and how this can be transformed
  • Identifying and pursuing opportunities to route retention calls more efficiently into the right call centre team
  • Working with Pricing, Fulfilment and Resourcing teams to ensure accurate forecasting of inbound retention demand
  • Producing regular, accurate demand forecasts, co-ordinated with call centre resourcing and using insight on response patterns to continuously improve alignment of mailing plans with call centre resourcing


To be considered for this opportunity my client is looking for:

  • Experience in a similar Financial Services or utilities industry
  • Experience in consumer retention/CRM/customer marketing
  • Significant experience of delivering accurate, insightful analysis used to contribute significantly to commercial objectives
  • Excellent numeracy skills with experience of data manipulation and relevant analytical tools including Excel
  • A commercially focused approach
  • Good written and verbal communication skills
  • A degree level qualification or equivalent within a relevant commercial subject area is preferable, or significant on the job experience

Job Offer

£36,000-£38,000 + benefits