Establishing, developing and sustaining a loyal membership business is critical to the cost effective retention of our customer base in each territory and therefore the delivery of our business plans.
Job description:
The Head of Customer Loyalty will provide insight and support to the Sponsor, as well as being the Customer Champion in the Group. You might not work on the front line. But, you understand how important a quick response is to our customers. And, you’re a critical part of the team who helps to solve their home emergencies everyday. As agile and responsive as any of our engineers, you’re always thinking of better, more strategic ways of working too. And, because you know the way forward is to keep improving our positive customer outcomes, no one knows better than you that the great ideas have to keep flowing.
When HomeServe was first established in 1993, it was with the aim of being the first place people turn to for home emergencies and repairs. Despite our growth we haven’t lost sight of that goal. 18 years has seen HomeServe grow into a FTSE 250 company, with fantastic growth both in the UK and overseas. Our business offerings have grown, so have our career opportunities.
Role Responsibilities:
Establishing, developing and sustaining a loyal membership business is critical to the cost effective retention of our customer base in each territory and therefore the delivery of our business plans.
The Head of Customer Loyalty will provide insight and support to the Sponsor, as well as being the Customer Champion in the Group. You will manage and facilitate the exchange and implementation of Best Practice across our Membership businesses.
Document the customer loyalty journey in each of the businesses and identify areas of Best practice and key differences between territories.
Assist the businesses in understanding the reasons for, and then reducing, cancellation requests as a first step to driving up long term retention rates of all products.
Ensure proactive and reactive loyalty initiatives are fully documented and shared across all businesses.
Work closely with the Heads of Insight and Cross Sales to understand customers better, with a view to improving appropriate and sustainable sales of additional products and services and, in the long term, customer loyalty.
Identify at risk populations and help the businesses develop appropriate strategies to retain them over the long term.
Work with country retention heads to ensure all activity meets local regulatory and legal requirements.
Set up Loyalty reporting MI to enable monthly evaluation of performance.
Develop and maintain effective inter company communication channels to manage Best Practice initiatives effectively and facilitate sharing of learning and best practice.
Requirements
Having proven experience delivering effective customer loyalty initiatives is a given. You will be a customer focused individual who is passionate about not only delivering the correct customer outcomes today, but establishing more efficient ways of working to ensure that the great customer experience only improves with time.
You will also hold:
Expert knowledge of campaign and product economics.
Good knowledge of UK financial promotions and retention legislation and regulation and the aptitude to gain a good understanding of equivalent European and US arrangements.
Knowledge of marketing communications.
Excellent verbal and written communication skills.
Good facilitation and project management skills.
Able to bring together a group of colleagues, agree a plan, and ensure effective delivery and review of results.
Ideally, experience of working in multinational teams.
Job Reference: HOCR
Contact: Catherine Tassano
Phone: 07850853622