Member In-life Growth & Retention Manager

At Nest we do things differently. In-life growth and retention activities are not just about maximising profit – they are about making sure Members understand their personal requirements for their financial wellbeing and specifically their retirement and are able to make informed decisions with regard to their Nest pension and the contributions they make. The Member In-life Growth & Retention Manager role focuses on developing and implementing strategies to increase customer life-time value and retention of members. It will manage initiatives that ensure Members continue to see the value of Nest’s propositions and are motivated to stay and grow their contributions, in line with Nest’s Purpose, Values and strategy.

Reporting to the Head of In-life Growth & Retention, the role collaborates with other In-life Growth & Retention Managers (both for Members and B2B) to ensure a consistent approach, and a broad range of cross-functional teams including Insights, Proposition, Experience, Operations and Brand & Marketing, to ensure a holistic approach to Member retention and growth.

Key Responsibilities:

• Accountable for the development and execution of strategies designed to improve Member in-life growth retention across relevant customer cohorts.
• Responsible for development, delivery and management of in-life growth and retention activities.
• Accountable for achieving in-life growth and retention KPIs set by the business.
• Accountable for ensuring in-life growth and retention strategies are great fits with Nest Purpose and Values.
• Responsible for making the customer and commercial case for activities, including securing budget and cross-functional resources required to deliver them.
• To identify risks and opportunities with targeted Member segments and leverage across the marketing mix (products, service, price, communications etc.) to address them.

We are open to discussing working patterns and welcome all internal applicants to apply for our roles, regardless of your current working pattern or hours. We will aim to accommodate your request and match your current working arrangements. Don't worry if you think you don't have all the key skills, it might be worth taking the few minutes to apply as we’re good at spotting potential and offer a generous training budget.

Reward and Recognition

• A discretionary bonus scheme
• Reward and recognition scheme
• Enhanced auto-enrolled pension – your contributions start at the default 5% while ours are higher at 8%. If you up your contributions to 6% we raise ours to 9%. If you contribute 7% or more we’ll contribute 10%.
• Income protection scheme – is an insurance benefit that provides you with income if you cannot work due to illness or incapacity.

Everyone's personal situation is different. To make the most out of hybrid working, we’ve introduced different ways of working, which include (subject to role requirements): hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required), reduce or vary working hours, reduce or vary the days worked, work compressed hours, job share.

Directorate/Department Overview

The Nest Experience directorate is responsible for developing and evolving the propositions for our customers, for the service and experience that they enjoy and working with our delivery partners to ensure their data and assets are kept safe. This includes:

• Definition of our customer strategies
• Developing, maintaining and evolving our customer value propositions
• The brand and marketing of Nest to our customers
• The design of the service experience our customers enjoy across all channels

Organisational Overview

Nest is an award-winning workplace pension scheme, the largest in the country. Set up by the government to give every worker in the UK somewhere to save, our first-class responsible investment practice and governance are the backbone of what we do, supported by all the functions you’d expect to find in a thriving business. We’re committed to creating a workplace where you can be your authentic self and offer an inclusive and flexible working environment.

Diversity, Equity and Inclusion

Everyone is welcome to apply for our roles, and we are determined to ensure that no applicant or employee receives less favourable treatment because of their age, belief, disability, gender identity, marital status, national origin, pregnancy or caring responsibilities, socio-economic background, sex, sexual orientation, religion or race or any other legally protected status. We also recognise the importance of diversity of thought and other forms of neurocognitive variation. Nest is a Disability Confident Leader, which is the highest level of the Disability Confident Scheme. If you have a disability, declare that you’re applying through the scheme and meet the minimum criteria for this role, we aim to invite you to an interview. However, there may be a few exceptions where we are not able to take all eligible candidates to the next stage due to the volume of applications.

Please note that this advert may close early if we receive a sufficient number of satisfactory applications. If you have any difficulty in sending your application or need the application pack in an alternative format, or you require any reasonable adjustments please contact: