At a Glance
- Tasks: Lead customer communication and retention strategies for Kia Finance to boost sales.
- Company: Join Hyundai Capital UK, a dynamic joint venture in the automotive finance sector.
- Benefits: Competitive salary, annual bonus, generous holiday, and private healthcare.
- Other info: Hybrid working model with opportunities for travel and career growth.
- Why this job: Make a real impact on customer loyalty and drive innovative marketing strategies.
- Qualifications: Experience in marketing, customer communication, and relationship management required.
The predicted salary is between 57000 - 63000 £ per year.
Hyundai Capital UK Ltd is a joint venture operating under Hyundai Finance, Kia Finance, and Genesis Finance brands, offering funding solutions to retailers and consumers.
Job Purpose
Reporting into the Marketing Director, the key purpose of this role is to deliver an effective, on brand, integrated, end-to-end customer communication and retention strategy for Kia Finance, such that the contribution from existing customers towards new car sales is maximised.
Key Accountabilities
- General Strategic: Align with the HCUK company objectives to develop and deliver the specific retention strategy and supporting plans to achieve agreed goals and objectives. Champion and drive the dialogue around ‘customer loyalty’ at all levels, ensuring both the importance and opportunity are well understood. Use data and empirical evidence to support the rationale. Share progress and status updates with multiple stakeholders as appropriate.
- Planning & Budgetary Control: Contribute to the departmental annual activity plan outlining timings and high-level deliverables based on the strategic objectives established for the role. Deliver the agreed plan in line with the prescribed budget through ongoing review and monitoring of costs.
- Stakeholder Engagement: Establish a sound and synergistic working relationship with all key stakeholders, including Kia UK, HCUK, SCUK, Kia Europe, Hyundai Capital Europe and HCS Korea, to deliver objectives and share best practices.
- Customer Relationship Management (CRM): Establish the optimal contact points and specific communication content (mail, email and SMS) for delivery through the HCUK lead management platform. Ensure the approach is aligned with OEM and dealer partners to complement the overall customer experience.
- KPIs & Management Information: Analyse, develop, publish and present KPIs and management information associated with customer retention, ensuring the methodology is clear, consistent, and comparable.
- Retention Campaign Development: Work with OEM partner to develop and deliver tactical lead focused campaigns which maximise the sales contribution from existing customers.
- Supplier Management & System Development: Responsible for 3rd party supplier relationships which support the overall CRM and retention strategy. Oversee the development roadmap, scope of work and beta testing for system development.
- Coaching & Training: Work with OEM partner and Sales Directors to develop training content which supports the HCUK Sales Team and franchise staff with the skills needed to operate a successful retention process.
- Branding & Visual Identity: Ensure all communication material is produced in line with HCS Corporate Identity and brand guidelines.
- Data Led Insight & Continuous Improvement: Establish an ongoing data-oriented review process to continually improve and refine how we approach customers.
- People Management: Line management of one direct report and accountable for setting objectives, managing performance, coaching and ongoing development.
- Risk & Compliance: Identify risks, incidents, and breaches, ensuring all activity is compliant from a legal, regulatory, and business perspective.
- Other: Carry out any other tasks as may reasonably be requested to support the wider Marketing function.
Key Competencies
- Planning: Capable of developing coherent high-level (strategic) plans as well as detailed project/programme level plans.
- Communication: Possess good written and verbal communication skills and be able to effectively communicate with and present to both internal and external stakeholders.
- Teamwork: Excellent team player, able to establish strong working relationships with stakeholders, colleagues, and business partners.
- Time Management: Display sound time management skills by delivering activity within prescribed timeframes.
- Influencing and Negotiating Skills: Engage with internal and external stakeholders to reach mutually beneficial business outcomes.
Required Experience and Expertise
- Significant marketing experience and well versed in customer communication (via DM, Email and SMS), relationship management and retention activity.
- In-depth understanding and experience of trade cycle management at both theoretical and tactical campaign level.
- Experience within motor related financial services or an environment with both B-2-C and B-2-B marketing activity.
- Experience in an organisation with multiple stakeholder management or exposure to international and domestic business operations.
- Ability to extract, analyse and interpret source data to build actionable insights and business cases.
- Experience managing 3rd party agency & supplier relationships.
- Ability to produce sound working documentation and presentations.
- Appreciation of legal, regulatory and compliance issues relating to customer data.
- Appropriate level of education or professional marketing related qualifications.
Other Information
HCUK employees are currently hybrid working. A minimum of 2 days per week office attendance is required. This role requires regular attendance to the OEM partner head office at Kia UK Walton-on-Thames. EU, International, as well as domestic travel, will occasionally be necessary.
Remuneration Package
- Competitive base salary depending upon experience, range of £57,000 to £63,000.
- Eligibility for annual bonus, up to 15%.
- Annual cash car allowance £6,000.
- 30 days holiday per annum plus bank holidays, with flexible holiday options and additional leave after five years.
- Company pension scheme with generous employer contributions.
- Company sponsored individual private medical healthcare insurance.
- Additional family, lifestyle and health-related benefits.
HCUK CRM and Retention Manager in Redhill employer: Banco Santander
Hyundai Capital UK Ltd is an exceptional employer, offering a dynamic work culture that prioritises employee growth and development. With a competitive salary, generous benefits including a company pension scheme and private healthcare, and a hybrid working model based in the picturesque Reigate, Surrey, employees enjoy a balanced work-life environment while contributing to innovative customer retention strategies for leading automotive brands.
StudySmarter Expert Advice🤫
We think this is how you could land HCUK CRM and Retention Manager in Redhill
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out to folks on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of the team.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine in front of the real interviewers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the quickest way to get your application noticed. Plus, we love seeing candidates who take the initiative to engage directly with us. So, go ahead and hit that apply button!
We think you need these skills to ace HCUK CRM and Retention Manager in Redhill
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in CRM and retention strategies. We want to see how your skills align with our goals at HCUK!
Showcase Your Data Skills:Since data is key for this role, don’t forget to mention any experience you have with analysing customer data and using it to drive marketing decisions. We love a good data story!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your communication reflects that – it’s a big part of the job!
Apply Through Our Website:The easiest way to get your application in is by applying directly through our website. It’s quick and ensures we get all your details right from the start!
How to prepare for a job interview at Banco Santander
✨Know Your Stuff
Before the interview, dive deep into Hyundai Capital UK and its brands. Understand their customer communication strategies and retention goals. This will help you align your answers with their objectives and show that you're genuinely interested in the role.
✨Showcase Your Data Skills
Since this role involves analysing KPIs and management information, be prepared to discuss your experience with data analysis. Bring examples of how you've used data to drive customer retention or improve marketing strategies in previous roles.
✨Engage Stakeholders
Highlight your experience in managing relationships with various stakeholders. Be ready to share specific examples of how you've successfully collaborated with teams or partners to achieve common goals, especially in a B2C or B2B context.
✨Prepare for Scenario Questions
Expect questions about how you'd handle specific situations related to customer retention and communication strategies. Think through potential scenarios and how you would apply your skills to address challenges, ensuring you demonstrate your problem-solving abilities.
