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Customer Communications and Retention Executive

Please Note: The application deadline for this job has now passed.

Job Introduction

Customer Communication & Retention Executive

Salary - £26,000 - £28,000 dependent on experience


Hybrid – Home & Hub (London or Kent)

As a Customer Communication and Retention Executive, you will help deliver the best possible customer experience for our Insurance customers.

You’ll have active involvement in campaigns, projects, programmes, and key initiatives that aid us in delivering the best possible experience for our customers, contributing towards high levels of retention and persistence.

Within this role you’ll have the chance to help shape the direction and solution our communications should take when exploring the best route to communicating with our customers.

Using a multitude of channels such as email, direct mail, call centre scripting, SMS and inserts you’ll be on point to work with our Creative Community to co-ordinate, brief and deliver award-winning customer Communications.

You will contribute to Customer Communications & Retention Programmes, Tasks, Initiatives and Projects which may include. co-ordinating the messaging, journey mapping and requirements documentation, considering all implications of Product Communications, Regulatory requirements, FCA clean-up processes plus renewal and MTA adjustment requirements.

At Saga, we offer total flexibility over where you work. You choose a place that you feel most comfortable and productive, either from home or in one of our hubs. Typically our Customer Communication & Retention team come together once a month in either London or Ashford.

Role Responsibility

As a Customer Communications & Retention Executive you will deliver activities in the Pre-renewal and renewal stage of the customer journey, working alongside the Engagement team to drive a continuous stream of improvements that drives increased retention.


Your accountabilities will include; 

  • Ensure that all communications are in adherence with Consumer Duty guidelines and FCA regulations; proactively optimising campaigns to ensure good customer outcomes
  • Actively contribute to working groups covering Marketing, Change, IT and Risk
  • Support the delivery of ideas and solutions to make the most difference to customers whilst also meeting the needs of our regulator/s
  • Co-ordinate and manage activities that involve Product, Marketing, Conduct Risk, FCA and IT/Change departments; ensuring that the customer experience, insight, creative and communication ideas are adopted and executed seamlessly
  • Partner closely with wider Marketing and Product team members on key projects and initiatives; making significant progress within our Product Comms roadmaps
  • Manage and co-ordinate the wide scale of processes, document mapping, stock checking, renewal and proofing controls required of us to meet our regulatory and risk obligations
  • Responsible for demonstrating an understanding of relevant regulatory risk across Marketing and customer touchpoints including working knowledge of the latest FCA guidance
  • Showcase an understanding of digital, social, MarTech and emerging platforms and technologies

The Ideal Candidate

To be a successful Customer Communication & Retention Executive, you will need experience and expertise in developing customer-focused solutions, marketing, and transformational communications. Having an understanding of a financial services regulatory environment would be of advantage but isn’t essential

Other skills and experience required include:

  • Ability to demonstrate examples of multi-tasking, prioritisation, and solution-orientated approaches.
  • Experience working within matrix teams within regulatory and financial services environment/s.
  • Understanding of UAT, QA and Change-type roles and resources.
  • Experience of change processes including requests, requirements gathering and releases (specific to customer communications).
  • Excellent personal communication and presentation skills and able to come across as a professional, credible, respected representative of Saga
  • Co-ordination skills – able to co-ordinate and lead projects across both partners and Saga.
  • Ability to use insights to drive greater connection with consumers
  • Superior professionalism with internal and external teams
  • Strong interpersonal, verbal, and written skills
  • Well organised and detail oriented


Package Description

Everyday our colleagues deliver exceptional experiences to our customers. We believe exceptional work deserves even more exceptional rewards, that's why we have put together an amazing benefits package for all colleagues.

We offer total flexibility over where you work you choose a place that you feel most comfortable and productive, either from home or in one of our hubs in London, Ashford or Sandwich.


  • Our working week is 35 hours per week, these can be worked flexibly to suit your working style
  • 25 days holiday + bank holidays
  • Option to purchase additional leave up to 5 extra days
  • Pension scheme matched up to 10%
  • Life assurance policy on joining us
  • Wellbeing programme
  • Colleague discounts including family discounts on cruises and holidays
  • Range of reductions and offers from leading retailers, travel groups and entertainment companies
  • Enhanced maternity and paternity leave
  • Grandparents leave
  • Company performance related annual bonus - Up to 5%
  • Income protection
  • Access to Saga Academy, our bespoke learning platform

About the Company

Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.

Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.

Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.


Saga Group

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