HCUK CRM and Retention Manager in Surrey

This job is with Santander UK, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community.

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. Continually champion and drive the dialogue around 'customer loyalty' at all levels, to ensure both the importance and opportunity are well understood and considered. Use data and empirical evidence to support the rationale. Readily 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 and the wider franchise network, to deliver objectives and share and benefit from best practice.
• Customer Relationship Management (CRM): As part of an overall CRM strategy, 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. Ensure key areas are covered and their impact fully understood, including such variables as early settlement behaviour, product and model migration, and powertrain migration.
• Retention Campaign Development: Work with OEM partner to develop and deliver tactical lead focused campaigns which maximise the sales contribution from existing customers. Supporting new vehicle launches and the migration to AFV (Alternatively Fuelled Vehicles).
• 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. Ensure optimal value, service and efficiency whilst controlling and mitigating any risks associated with outsourcing by adhering to HCUK policies and procedures.
• 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 and retain customers. Using league tables, identify and have a strategy to help improve the lower performers reach the levels of the best performers.
• Branding & Visual Identity: Ensure all communication material is produced in line with HCS Corporate Identify and brand guidelines.
• Data Led Insight & Continuous Improvement: Working with artificial intelligence and machine learning specialists, as well as internal sources of management information, establish an ongoing data orientated review process to continually improve and refine how we approach customers - the 'Who, when and with what message'. Seeking to move from a segmented approach to individual personalisation.
• People Management: Line management of one direct report and accountable for setting objectives, managing performance, coaching and ongoing development.
• Risk & Compliance: In line with the company's risk and compliance statement of responsibility and objectives, identify risks, incidents, and breaches, in accordance with company policies and department procedures. Ensure all activity, including personal data usage, advertising, and communication content, are compliant from a legal, regulatory, and business perspective.
• Other: Carry out any other tasks from time to time as may reasonably be requested and to support the wider Marketing function in the delivery of its objectives.

Key Competencies

• Planning: Must be capable of developing coherent high-level (strategic) plans as well as detailed project/programme level plans.
• Communication: Must possess good written and verbal communication skills and be able to effectively communicate with and present to both internal and external stakeholders across all business levels.
• Teamwork: Must be an excellent team player, able to establish strong working relationships with stakeholders, colleagues, and business partners.
• Time Management: Must display sound time management skills by delivering activity within prescribed timeframes through the effective prioritisation of actions across multiple projects and ongoing programmes.
• Influencing and Negotiating Skills: Must be able to engage with internal and external stakeholders to reach mutually beneficial business outcomes.

Required Experience and Expertise

• Significant marketing experience and will be well versed in customer communication (via DM, Email and SMS), relationship management and retention activity.
• Can demonstrate an in-depth understanding and experience of trade cycle management at both theoretical and tactical campaign level.
• Has ideally worked within motor related financial services or as a minimum worked within an environment where both B-2-C and B-2-B marketing activity took place.
• Has worked in an organisation where multiple stakeholder management was common or where exposure to an international as well as domestic business operation existed.
• Can extract, analyse and interpret source data to build and support compelling actionable insight and business cases.
• Can manage 3rd party agency & supplier relationships to drive optimal service and value.
• Can produce sound working documentation and presentations, including business case proposals and requirements, briefs, and presentations.
• Has an appreciation of legal, regulatory and compliance issues relating to the use of customer data and is familiar with the principles encapsulated within the FCA's Consumer Credit Source book (CONC) and wider principles of business.
• Has the appropriate level of education or professional marketing related qualifications.

Other Information

• HCUK employees are currently hybrid working [working from home / office]. HCUK's head office is in Reigate, Surrey. Currently, 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, including death in service, income protection, discounted voluntary healthcare plans, employee car scheme, employee assistance program, and enhanced family-friendly policies.