CRM Marketing Manager, Customer

Job Type:

Permanent

Build a brilliant future with Hiscox
 

The Role:

Hiscox is looking for an experienced CRM manager to oversee retention, loyalty and growth with our direct-to-consumer customers. This role will manage a team with end-to-end responsibility of driving customer lifetime value (LTV) through conversion, retention, and cross-sell campaigns. This includes everything from strategy to execution, to closed-loop analysis.

The Ideal Candidate Will Be:

• A strategic thinker with proven, hands-on experience improving retention, and topline revenue through cross-sell and upsell.

• Inherently analytical; lead with data, influence with data, and draw clear narratives from complex data sets.

• Obsessed with improving the customer experience, through personalization, superior service, and trigger-based communications.

• An expert in email strategy and experience working closely with marketing automation teams.

What You’ll Do:

• Own the D2C CRM strategy of marketing CRM touch points to drive conversion, retention, and improvement in lifetime value through cross-sell and upsell.

• Develop and oversee the execution of lifecycle marketing strategies and programs; using a data-driven ideation, test, and rapidly iterate framework.

• Be the expert on the customer journey and behavior of our D2C customers

• Develop a deep understanding of post-purchase journeys quantitatively (through web and channel analytics) and qualitatively (through user research and insights)

• Identify opportunities in customer journey and test ways to increase premium per user, reduce churn, and increase loyalty/advocacy

• Continually evaluate customer behavior to uncover opportunities and influence strategies and tactics

• Advocate for and prioritize retention, engagement and loyalty work with cross-functional teams.

• Use data to monitor the health of retention programs, identify areas of improvement, and influence optimization plans. Share results and plans with internal stakeholders regularly.

• Collaborate and prioritize with Technology and Product Development teams on features, products, and optimizations that will increase engagement, loyalty and retention.

• Identify industry trends and insights that will help refine our marketing approach

Qualifications:

• 4+ years’ experience in marketing, with experience in CRM, engagement or retention marketing

• 2+ years’ people management experience; must love mentoring and guiding others

• Strategic thinker and ability to develop complex programs from inception

• Experience developing, executing, and tracking results tied to integrated, multi-touch marketing plans

• Expertise in CRM and familiarity with marketing automation systems

• Possesses deep understanding of customer personas and needs at various lifecycle stages

• Superior communication and project management skills with a proven track record balancing senior stakeholders, delivering on-time, and exemplifying operational excellence

• Strong analytical knowledge and experience with reporting, driving insights, and data-driven optimization

• Ability to adapt in an ever-changing environment - balancing intense attention to detail with swift turnaround while working in a collaborative, positive manner

• Proven track-record of devising and delivering successful email programs

• Incessant drive for continuous improvement

What We Offer:

• Competitive salary and bonus (based on personal & company performance) 

• 401(k) with competitive company matching. 

• Comprehensive health insurance, vision, dental and FSA plans (medical, limited purpose, and dependent care)

• Company paid group term life, short- term disability and long-term disability coverage. 

• 24 Paid time off days, plus 2 Hiscox Days, 10 paid holidays, and ability to purchase 5 PTO days. 

• Paid parental leave. 

• 4-week paid sabbatical after every 5 years of service 

• Financial Adoption Assistance and Medical Travel Reimbursement Programs 

• Annual reimbursement up to $600 for health club membership or fees associated with any fitness program. 

• Company paid subscription to Headspace to support employees’ mental health and wellbeing. 

• Recipient of 2021 Cigna’s Well-Being Award for having a best-in-class health and wellness program 

• Dynamic, creative, and values-driven culture 

• Modern and open office spaces, complimentary drinks 

• Spirit of volunteerism, social responsibility, and community involvement, including matching charitable donations for qualifying non-profits via our sister non-profit company, the Hiscox USA Foundation 

Salary Range: $90,000-$115,000

Please note that this position is hybrid and requires two (2) days a week in our Manhattan, NYC or Atlanta office (Sandy Springs/Dunwoody area).

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