Customer Value Campaign Manager

Company Description

Legal & General supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.

Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.

We are the UK’s number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.

Joining us means helping create brighter financial futures for all our customers. 

Job Description

We’re recruiting for a Customer Value Campaign Manager to join us in supporting the development and execution of the Retail Customer Value Management strategy across Direct Retail and Workplace. You will develop and deliver campaigns that will release commercial value from our existing customers through upsell, cross-sell and engagement campaigns to deliver enhanced lifetime value. You will be using segmentation models, insight and data to develop multi-channel programmes that drive measurable, incremental commercial value. 

What you’ll be doing:

• Executing on the Retail Customer Value Management strategy, owning end-to-end campaign execution including planning, scheduling, forecasting, articulation of the proposition, design ideation, briefing, execution, and reporting
• Having experience of working with multiple technology platforms both online and offline (print/direct mail) to create workflows that deliver tailored customer experiences, seeking out opportunities to utilise new technologies to optimise campaigns using data and insight for better, more targeted customer outcomes
• Working with the CX and Insight team to design and develop segment-specific existing customer campaigns and build associated business cases to launch and run these, taking a data-driven approach to identify our biggest customer value opportunities, leveraging learnings to iterate and continually test and optimise
• Ensuring appropriate data is captured to facilitate feedback and reporting that helps us understand where our biggest customer value management opportunities are, working with the Data team to proactively monitor and manage campaigns to ensure we understand the impact of any activity, ensuring activity doesn’t have a negative effect on our marketing permissions or opt-in rates and raising concerns where appropriate
• Managing multiple campaigns across multiple business areas which deliver segment-specific customer experiences and manage stakeholder relationships and expectations, engaging the specialist experience of colleagues within the marketing team to produce campaigns that engage and educate our customers, ultimately increasing average products/value per customer
• Ensuring the close management of the budget where campaigns have a preapproved budget, obtaining quotes from suppliers in accordance with agreed rates with procurement and understanding the business metrics that surround the efficient performance of those campaigns
• Ensuring all activities undertaken adhere to our relevant policies and procedures, are within our risk ‘appetite’, and are signed off according to the appropriate compliance procedures, especially where new customer experiences are being built across the various business areas

Qualifications

Who we’re looking for:

• Experience of marketing planning, campaign implementation & delivery
• Ability to read complex data-sets to surface data-driven insights
• Ability to manage budgets effectively and pull together relevant business cases to support investment
• Ability to adapt to and work with change, in a fast-growing division and marketing function
• Understanding of CRM and Martech platforms that help to drive customer understanding, automation and commercial value.
• IT skills – excellent working knowledge of Microsoft Office and other relevant software packages
• Experience of working at a similar level in a marketing function, with campaign planning experience
• Experience of designing & delivering insight driven customer engagement campaigns
• Demonstrable stakeholder management skills with the ability to present clearly and articulately and to influence stakeholders at all levels
• Excellent attention to detail and strong written and verbal English
• Able to produce copy to publication standards

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer: 

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Private medical insurance (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice
• There are the many discounts we offer – both for our own products and at a range of high street stores and online
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

Additional Information

Legal & General is a leading financial services group and major global investor, named Britain’s Most Admired Company in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.

We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.

If you join us, you’ll be part of a welcoming culture, with opportunities to collaborate with people of diverse backgrounds, views and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.

We strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.

If you’re open to find out more, we’d love to hear from you.

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