Senior Retention Specialist

Overview

Summary of Role

This is a temporary (1 year) role that is required to support the implementation of Foresters Financial's UK Strategy Execution for Customer Retention. The role will be key in enabling the delivery of the Child Trust Fund (CTF) maturities and other larger customer retention opportunities, in line with Foresters Financial's business strategy.

About the Role

As the Customer Retention Lead, you'll be responsible for leading the CTF Retention workstream within the Foresters UK strategy. This includes understanding the drivers of attrition and identifying the biggest priorities for retention. You will lead all priority initiatives to improve retention, adopting a fast-learning test approach focused on the initiatives with the most significant benefits and ROI.

Your role involves leading a cross-functional project team, drawing from various departments and potentially external agencies. The aim is to quickly solve problems, design solutions, and track learnings and benefits.

By the end of the project, you will have facilitated successful workstream objectives, including:

• Increased retention of high-value and potential customers.
• Improved retention of Assets Under Management.
• Enhanced customer journeys and outcomes.

Key Responsibilities & Duties

• Ensure successful delivery of workstream objectives, timelines, and milestones.
• Utilize an iterative, fast-learning approach to determine the impact of different initiatives.
• Prepare Workstream Status Reports and attend Strategic Execution Workstream Progress Meetings.
• Collaborate closely with the workstream sponsor.

About You

This opportunity is for an individual with strong experience in a similar customer-focused role. You should possess exceptional communication and influencing skills, allowing you to provide clear direction to your team and ensure everyone understands their objectives. Organizational and interpersonal skills are crucial, along with strong problem-solving abilities and comfort with analyzing complex data.

Effective project management and collaboration with other workstream leads will be key to success. Leadership skills are essential to motivate the team during challenging times and to build trust in strategic plans.

Knowledge, Skills & Experience

• Experience in strategies to retain customers and increase loyalty.
• Excellent written and verbal communication skills.
• Experience producing status reports, presentations, and metrics.
• Highly self-motivated, organized, and able to multitask.
• Strong analytical and critical thinking skills.
• Innovative and resilient, enjoying challenges.
• Proficient in MS Office tools including Word, Excel, PowerPoint, Teams, and Outlook.
• Strong project management and delivery experience.
• Understanding of regulatory considerations in financial services is advantageous.

This role is based at Foresters Financial's Head Office in Bromley.

Foresters Financial is not your typical financial services provider. Foresters Financial is a purpose-driven organization that promotes a culture of collaboration, creativity, and mutual respect. Foresters Financial help everyday families achieve their financial goals and strive to make a lasting difference in their lives and communities.