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 B2B and B2B2C customers. This role will manage a team with end-to-end responsibility of driving customer lifetime value (LTV) through adoption, retention, and business growth. 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 growth with B2B customers.
- 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 B2B and B2B2C CRM strategy of marketing CRM touch points to drive adoption, engagement, and retention to improvement in lifetime value.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 B2B and B2B2C customersDevelop a deep understanding of engagement 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 / advocacyContinually evaluate customer behavior to uncover opportunities and influence strategies and tacticsAdvocate for and prioritize work supporting our digital partnerships and agents across the business.Use data to monitor the health of CRM 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 of our partner and agent base.Identify industry trends and insights that will help refine our marketing approach.Qualifications :
4 years' experience in marketing, with experience in CRM with B2B audience2 years' people management experience; must love mentoring and guiding othersStrategic thinker and ability to develop complex programs from inceptionExperience developing, executing, and tracking results tied to integrated, multi-touch marketing plansExpertise in CRM and familiarity with marketing automation systemsPossesses deep understanding of customer personas and needs at various lifecycle stagesSuperior communication and project management skills with a proven track record balancing senior stakeholders, delivering on-time, and exemplifying operational excellenceStrong analytical knowledge and experience with reporting, driving insights, and data-driven optimizationAbility to adapt in an ever-changing environment - balancing intense attention to detail with swift turnaround while working in a collaborative, positive mannerProven track-record of devising and delivering successful email programsIncessant drive for continuous improvementWhat 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 serviceFinancial Adoption Assistance and Medical Travel Reimbursement ProgramsAnnual 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 programDynamic, creative, and values-driven cultureModern and open office spaces, complimentary drinksSpirit of volunteerism, social responsibility, and community involvement, including matching charitable donations for qualifying non-profits via our sister non-profit company, the Hiscox USA FoundationSalary 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).
LI-RM1
Work with amazing people and be part of a unique culture
Salary : $90,000 - $115,000
