Overview
We have a new opportunity for an experienced Senior CRM Manager to join our newly established Customer Strategy Growth Pod, a dedicated team responsible for laying the foundations of our customer strategy and driving cross-AXA growth. Reporting into the Customer Strategy Director, you'll be instrumental in shaping how we leverage data, segmentation, and cross-functional collaboration to accelerate customer engagement and growth across our business units. At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means either attendance at one of our office locations, visiting clients or attending industry events.
What you'll be doing
* Review and refine existing product segmentation to identify priority customer segments, defining targeted offerings aligned with strategic growth goals.
* Consolidate requirements and priorities across business units, mapping propositions to customer segments to ensure consistency and clarity in customer-facing strategies.
* Identify cross-sell opportunities across product lines and BUs. Develop and execute integrated communication campaigns to boost adoption and engagement.
* Design, implement, and evaluate test-and-learn activities for cross-sell initiatives. Measure impact, optimise campaigns, and share insights to inform future strategies.
* Navigate data protection complexities, establishing secure, compliant pathways for sharing product holdings data across BUs. Partner with legal, compliance, and IT teams to ensure GDPR and regulatory adherence.
* Work with BUs to define requirements and develop solutions for a single, unified customer data platform and data-driven decisioning.
Qualifications
* 5+ years' experience in customer engagement, targeted marketing, and CRM strategy.
* Proven success working with transactional customer data, product penetration analysis, and segmentation.
* Ability to consolidate complex and diverse information into compelling storytelling.
* Extensive experience designing cross-sell and upsell campaigns with measurable business impact.
* Deep understanding of data permissions, GDPR, and navigating complex data-sharing environments.
* Strong stakeholder management skills across a complex and matrix organisation, with the ability to coordinate across multiple teams and consolidate diverse priorities into unified strategies.
* Analytical mindset with practical experience in test-and-learn methodologies and performance optimisation.
* Excellent communication and influencing skills, capable of engaging senior stakeholders confidently.
* As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
Additional information
AXA UK Support Functions power AXA's three customer-facing business units, providing the infrastructure, support and expertise to ensure our customers can always count on us. We promote a culture of trust, respect and care, and are committed to supporting employee needs and career development while celebrating differences. We are an Equal Opportunities Employer and encourage applications from individuals of all backgrounds. We are recognised for Disability Confident leadership and participate in the Disability Confident interview scheme.
Screening & Conduct: As a regulated financial services company, all successful candidates will be subject to pre-employment checks, including adherence to the PRA Insurance Conduct Standards and FCA Conduct Rules. Interview formats may vary by location, and we will provide information to prepare. If you have accessibility needs, you can contact our Talent Acquisition team for support.
Rewards
As part of the application, you may be asked to opt in to accessibility and screening processes. The rewards package is reviewed regularly and can include:
* Up to £85,000 dependent on experience
* Annual company & performance-based bonus
* Contributory pension scheme (up to 12% employer contributions)
* Life Assurance (up to 10 x annual salary)
* Private medical cover
* 28 days annual leave plus Bank Holidays
* Ability to buy or sell up to 5 days leave
* Wellbeing services & resources
* AXA employee discounts
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