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SME - Retention Manager - Middlesex, Staines, TW18 3DZ


  • Frissítve 1072 napja
About Us
Winner of 'Health Insurance Provider of the Year 2013', Bupa is the UK's leading healthcare company and Bupa's UK Market Unit makes up a key part of our business. We go beyond providing health insurance and protection products to our customers; we are here when they need us the most, providing the information they need to get through difficult times. Our roles are rewarding and in return you will be rewarded with excellent benefits and career opportunities.

About the job
The role holder will support the Head of SME Marketing in developing the SME segment loyalty and retention strategy for existing members.
Working across all SME product lines develop and deliver SME segment loyalty and retention offerings that are differentiated, compelling, and competitive and build Bupa's Healthcare Leadership positioning with members.
Ownership of the customer journey from post sale to renewal, lapsing and resell, with appropriate interventions throughout to maximise loyalty, cross-sale/expansion opportunities and retention

Key Responsibilities
• Work with the Head of SME Marketing to develop the SME segment retention strategy for BHW UK.
• Work with Product Managers to develop and deliver product specific loyalty and retention plans.
• Achieve SME segment retention targets.
• Work with Insight to understand the drivers of loyalty, retention and value for the SME segment and translate this insight into actionable plans.
• Review and improve the renewal processes for members to maximise retention rates and customer satisfaction.
• Review and improve the customer journey for SME renewals.
• Develop and manage delivery of the briefs for all retention and loyalty activity for the SME segment.
• Manage the development of renewal packs and associated material to meet the segment requirements and maintain a strong focus on TCF principles.
• Work closely with the SME Telephony teams to achieve maximum impact from any loyalty and retention activities.
• Work closely with Finance and Insight to ensure that activities are measured, reported and evaluated

Specific Skills
• Educated to degree level with a commercial experience
• Strong communication skills with the ability to present ideas clearly and influence decision making across a number of different functional areas.
• Good understanding of customer touchpoints across all channels.
• Ability to put the customer at the heart of everything we do and ensure that we are meeting FSA (TCF) guidelines.
• Ability to translate research, customer feedback and insight into actionable plans.
• Strong analytical and numeric skills
• Excellent planning and organisational abilities
• Experience of managing individuals or demonstrate a willingness and ability to manage people
• Able to lead & work within a cross functional project team both in terms of idea generation and delivery.
• Experience of managing and developing budgets for business approval

What we'll give you
We'll look after you with our contributory pension scheme, bonus scheme, private medical insurance and annual salary review and help balance your home and work life with 25 days holiday each year (pro rata for part time employees). We'll also help keep you in shape with free Bupa health screens, use of our onsite gym and access to our 24 hour health line. You will also receive regular training and coaching to support and develop you in your position.

Bupa is committed to an environment which will attract, retain and motivate its people. Bupa aims to ensure that every applicant to, or employee of is assessed for employment, promotion and development solely on the basis of personal merit and qualifications, regardless of gender, sexual orientation, pregnancy or maternity, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. For more information on our equal opportunities please contacts us.
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Munkavégzés helye Middlesex
Kategória Külföldi munka
Régió Külföld
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