Company description
Job Title: Retention Marketing Manager
Location: Basingstoke – Dynamic
Contract: Full-Time/Permanent
Salary: Up-to £55,000
Hours: Monday to Friday
AA Summary
Assuming The AA is just about roadside help? There’s more to us than meets the eye.
The AA is one of the UK’s most well-known and trusted brands. We provide a range of services to millions of customers, from roadside assistance to insurance and driving lessons. Our mission is to help keep Britain moving, and we’re looking for dedicated individuals to join our team. Are you ready to join?
#LI-THEAA #LI-Hybrid
This is the job
As a Retention Marketing Planner, your primary responsibility will be to retain and engage customers, ensuring their loyalty to the company’s brand. You’ll achieve this by developing and implementing marketing strategies that foster customer loyalty and reduce churn rates.
In this role, you will manage the planning and commercial analysis of Road customer retention journeys, with the goal of maximizing the retained value of approximately £600 million in invited premium and 3.1 million invited customers annually, along with £30 million in customer discounts.
Additionally, you’ll focus on the commercial marketing performance of Breakdown Cover customer retention journeys. This involves fine-tuning offers, channels, creative, and timings to enhance customer retention. You’ll work closely with the Senior Retention Planning Manager and the Marketing team to ensure the successful execution of creative marketing initiatives.
In summary, your role is pivotal in maintaining strong customer relationships and maximising the value of our customer base.
What will I be doing?
Drive Data-Driven Retention Strategy:
* Utilise data and insights to plan and optimise retention activities across different customer segments and touchpoints.
* Actively propose changes and introduce new initiatives to maximise commercial results and contribute to future strategy development.
Collaborate with Product Owners:
* Work closely with Product Owners to ensure that retention initiatives are built, thoroughly tested, and successfully implemented across various systems.
Own Commercial Performance Reporting:
* Take ownership of reporting and understanding the commercial performance of retention activities and initiatives.
* Collaborate with the Retention Analyst, Insight, and MI teams to derive actionable insights and meaningful management information (MI) related to performance.
Cross-Functional Collaboration:
* Engage with Pricing, Finance, Contact Centre, Acquisition, and Group Marketing teams as needed.
* Understand the impact of other teams’ activities on retention and influence their plans to optimise overall value for the AA.
Optimise Customer Interactions:
* Work closely with both inbound and outbound contact centre teams.
* Focus on enhancing the commercial performance of inbound (Stay AA) and outbound customer interactions.
What do I need?
Excel Forecasting and Modelling: Utilise advanced Excel skills to build forecasts and models that explain complex campaign results.
Technical Collaboration: Leverage your strong technical acumen to engage in meaningful conversations with IT colleagues and ensure a thorough understanding of solutions to drive the right customer and commercial outcomes.
CRM Planning Expertise: Apply your expertise in CRM planning, including conducting control group and A/B testing analyses within intricate customer journeys.
Commercial Focus: Keep revenue and profit creation at the forefront of your decision-making process.
Offer Optimisation Exposure: Leverage your exposure to offer optimization strategies.
Predictive Model Application: Understand and apply predictive models in CRM planning.
Collaboration with Commercial Operations: Work closely with commercial operations teams to achieve shared goals.
Regulated Subscription Business Experience: Your experience in regulated subscription businesses, especially in Telco or Insurance, will be valuable.
SAS Skills (Advantageous): Familiarity with SAS can be advantageous in this role.
Additional Information
We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:
* Free AA breakdown membership from day 1, 50% discount for family and friends in the first year plus discounts on other AA products
* 25 days annual leave plus bank holidays + the option to buy additional annual leave
* Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family
* Pension scheme available up to 7% contribution
* Access to the EV discount scheme
Plus, so much more!
We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.
As part of the onboarding process, we complete several pre-employment checks including work reference, credit, and criminal record checks.
We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.