Customer Campaign Manager 12 month FTC in Glasgow

Do you want to be part of something more than just a financial services business? Do you believe everyone, regardless of wealth, should have the opportunity to save and look after their loved ones? Do you want to be part of something that has been here for 160 years and help it be here for 160 more? Scottish Friendly have an exciting opportunity to join our team. Based in Glasgow City Centre, we are one of the most progressive mutual life insurance offices in the UK. We have a strong, clear culture which has grown since 1862 with our customers and colleagues of today and the future being at the heart of that growth.

As our Customer Campaign Manager, you will support the development of the customer development and retention strategy to increase revenue from existing customers, reduce churn and enhance customer loyalty. Creating, managing and implementing the customer development campaign plan you’ll create customer direct marketing campaigns that deliver increased LTV and profitability from our existing customer base. Profiling and understanding the next best action indicators for customer segments, you’ll work with our internal Creative Team to develop high impact campaigns aligned with our broader campaign roadmap that deliver results. This role is a fixed term contract for a period of 12 months.

Responsibilities:

• Support the development of the customer retention and development strategy to meet KPIs against customer product holding, customer churn and net investment outflows.
• Own the creation and implementation of the customer delivery campaign plan.
• End-to-end campaign management and delivery of customer development campaigns focusing on cross sell, upsell, retention and engagement plans to achieve retention and value KPIs.
• Develop campaigns that reward and encourage good customer behaviours, fostering deeper relationships and brand loyalty.
• Delivery of next best action messaging through the end-to-end customer journey.
• Reporting and analysis on campaign effectiveness and ROI using insights to continually optimise output.
• A/B testing of campaigns and messages to support continuous improvement and increased customer LTV.
• Design and implementation of the email marketing plan to deliver enhanced customer lifetime value through acquisition, cross sell, upsell and increased retention and engagement metrics.
• Design and implementation of the direct mail marketing plan to deliver enhanced customer lifetime value through acquisition, cross sell, upsell and increased retention and engagement metrics.
• Reporting and analysis on performance identifying actionable insights to improve performance, increasing AOV, engagement rates, payment mix and conversion rates.
• Stay up to date with latest direct marketing trends and developments to drive continual innovation in campaign development.

Qualifications & Skills:

• Degree or relevant qualification in marketing or related field.
• Experience of campaign management with a focus on development and retention of existing customer bases.
• Experience of using profiling and segmentation to develop campaign targeting and messaging.
• Expertise in email marketing and utilisation of email platforms.
• Knowledge of Mailchimp an advantage.
• Strong planning skills and experience of running agile plans with multiple workstreams.
• Ability to deliver results and excellent attention to detail.
• Highly organised, with the ability to prioritise tasks and manage multiple work streams of activity to meet strict deadlines.
• Self-starter who thrives in a fast-paced environment.
• Strong analytical skills with the ability to interpret data and trends.
• Excellent communication and interpersonal skills.
• Experience with customer relationship management (CRM) tools.
• Knowledge of current direct marketing trends and best practices.
• Financial services experience advantageous.

With assets under management of over £4.2bn and more than 853,000 members we have lots to look after and lots more to do. If you want to be part of the team and you think this is you, we would love to hear from you.

We support life inside and outside work, offering:

• Recognition awards: Win exciting prizes, including one weeks’ annual leave plus £3,000 spending money.
• Refer-a-friend scheme: Earn rewards for bringing talented friends to our team.
• Annual Leave: 25 days annual leave (rising to 28 with service) plus 8 bank holidays, and options to buy or sell extra days.
• Supporting the future: 10% employer pension contribution, 4 x group life cover.
• Getting around: Access to cycle-to-work schemes, Electric Vehicle scheme and travel loans.
• Wellbeing: 24/7 GP access, EAP, Private Healthcare, and free legal/financial advice a variety of savings at top high street and online retailers.
• Hybrid model with up three remote days per week, totaling 35 hours per week Monday to Friday.

We are committed to creating an inclusive environment where all colleagues feel valued, respected and represented. If you require any accommodations during the application process, please don’t hesitate to let us know.