Customer Engagement Manager

Job Introduction

** Remote/home working allowed **

**Fixed Term Contract**

Our people are everything to us. The way they deliver exceptional experiences every day for our customers, for their colleagues. The way they own what they do. Their 'Why's it like that?' curiosity. How they always think of others and work together to get things done. For us, for you, make do will never do. Good enough? Not even close. Come and do the best work of your life alongside lovely colleagues. Come to Saga. 

And right now, we are looking for a Customer Engagement Manager to join our Services Marketing Team on a six month fixed term contract to cover maternity leave. You will help create and refine our engagement programme for both on and offline whilst helping to shape our approach to increasing a customers multi product holding (acquisition and retention), their satisfaction of Saga, improving the customers experience and utilisation of Saga products.

You will play an instrumental role in driving forward retention activity so that it delivers against the individual product budgets. You will bring with you an expertise in developing customer-focused solutions, marketing and transformational communications.

In return, you can look forward to all the responsibility and involvement of an integral role, providing you with a rewarding and fast-paced career with an excellent benefits package.    

If this role sounds of interest, apply now!

Role Responsibility

• Creation of the Customer Engagement Journey extending from purchase through to renewal,  automating where possible but allowing for flexibility in messaging. 
• Work alongside Product for the creation and coordination of retention test plans that are compliant with Market Study, attractively reminds customers of the benefits of insuring with Saga and helps to deliver to retention and profitability budget targets.
• Work with the Product Comms team to ensure the best ‘retention’ practices and communications are delivered to our customers creating exceptional experiences.
• Introduction and management of on and offline campaigns, journey mapping and optimisation, improving documentation and communicating with customers around the considerable additional benefits of being insured with Saga. 
• Provide content, that is informative whilst interesting, that helps to remove customer pain points and increase customer satisfaction.
• Ensure the smooth delivery of regulatory comms, ensuring all customers are communicated to in a timely and cost effective way as well as comms that are required for the wellbeing of our customers and the business in light of regulatory requirements. 
• Introduction of segmentation to enhance the customer experience, personalising according to what we know and understand about the customer and their marketing / channel consent permissions.
• Plan, develop and execute adverts for the Saga Magazine, showcasing the advertised products whilst introducing new creatives that provide seasonality and relevance in keeping with the brand that help to increase awareness and response
• Delivery against retention and customer performance metrics within the budget and customer engagement plan whilst identifying further opportunities that help to deliver against the wider team targets.

The Ideal Candidate

• Experienced Marketing professional, with Campaign or Regulatory communications experience (customer focused) within a regulatory environment
• Expertise in developing customer-focused solutions, marketing, and transformational communications
• Strong experience and/or awareness of integrated campaign delivery across multiple internal touchpoints and channels; with proven ability of successful campaign execution delivered within regulatory requirements
• Campaign leadership as an individual and with a team and the ability to demonstrate examples of multi-tasking, prioritisation, and solution-orientated approaches
• Experience leading and working collaboratively across teams within regulatory and financial services environment/s
• Good experience of change processes including requests, requirements gathering and project delivery
• Excellent personal communication and presentation skills and able to come across as a professional, credible, respected representative of Saga
• Understanding of a Financial Services regulatory environment desirable 
• Co-ordination skills – able to co-ordinate and lead projects across the business
• Ability to use insights to drive greater connection with consumers
• Superior professionalism with internal and external teams
• Strong interpersonal, verbal, and written skills as well as proven ability to develop well-written documents and eloquently present
• Well organised and detail oriented

Our values are:

• Precision Pace - Always owning and making things happen.

• Empathy – Always aware of others.

• Curiosity – Always asking why.

• Collaboration – Always one team, the Saga team!

Package Description

The standard benefits when you join Saga include: 

• Remote working available where possible

• 25 days annual leave plus bank holidays from Jan 2022 with the choice to buy a further 5 days annual leave per year 

• Free private medical insurance after 1 years' service 

• Workplace Pension 

• AXA Be Supported 

• A range of reductions and offers from leading retailers, travel groups and entertainment companies

About the Company

Having spent our first 30 years focused on travel, Saga launched Saga Magazine and developed home and motor insurance and financial services in the 1980s. Private medical and pet insurance followed in the 1990s, along with the launch of our own cruise ship operation. The strength of the Saga brand provides the Group with the ability to develop in-house or partner with suppliers to offer our customers and members highly differentiated, competitively priced products which meet their evolving needs.

Saga exists to help our customers and members lead the life they want to lead. To succeed in this, we know that the most important thing to do is to listen to our customers and members. At the heart of our business model is our drive to know more about our customers’ wants and needs so we are best placed to serve them.

Applying this approach over the past 70 years has enabled us to 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 and is recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.

When you join Saga you will see that 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. Creating a culture in which everyone feels welcome and offering equal opportunities in all aspects of employment and advancement is incredibly important to us. 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.

We are a member of the 30% Club and partner with Women Ahead which offers us a fantastic opportunity to take part in a leading, global, cross-company, leadership mentoring scheme to champion female talent.

We are a signatory of the Armed Services Covenant and have received a Silver Award from the Employer Recognition Scheme. 

To all recruitment agencies: Saga does not accept agency CVs unless specifically engaged on the role by the HR Recruitment Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga is not responsible for any fees related to unsolicited CVs.

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Saga Group