Customer Experience Manager

Exciting Opportunity: Customer Experience Role - 240 per day! (9-month Maternity Cover)

Are you passionate about customer engagement and data-driven marketing? We have an exciting opportunity for a Customer Experience professional to join our dynamic team on a 9-month maternity cover. This role offers flexibility, the chance to work remotely, and a day rate of 240.

• Day Rate: 240 per day
• Contract Length: 9-month maternity cover
• Location: Remote (with occasional travel to Glasgow and London)
• Working Hours: 35 hours per week (flexible, ideally across 5 days)

In this Customer Experience role, you'll be at the heart of customer engagement, ensuring a smooth transition for customers from prospect to sale. Your focus will be on on boarding, renewals, and ongoing customer communication, with an emphasis on creating personalised experiences. You'll be working primarily with individual health customers (B2C), supporting a small, high-value database of 50-60k members.

You will work closely with the broker marketing team, developing targeted communications, managing CRM strategies, and ensuring that customers feel valued and engaged throughout their journey. You'll be involved in developing innovative campaigns, driving behavioural change, and leveraging data analytic to make a real impact on customer outcomes.

• Manage end-to-end customer engagement, from prospecting to sale and ongoing support.
• Focus on personalised, one-on-one communications, shifting away from generic newsletters to tailored, data-driven engagement.
• Work with a live database of high-value prospects and members, ensuring their ongoing engagement and retention.
• Collaborate with internal teams, including the broker marketing team, to create and implement targeted marketing campaigns.
• Analyse customer data to drive engagement and better understand customer needs, making strategic recommendations for future campaigns.

• Top Skills & Experience:
  • Customer Relationship Marketing (CRM) and targeted marketing
  • Strong stakeholder management and the ability to influence across teams
  • Expertise in campaign strategy and data-driven decision making
  • Commercially aware, with a keen ability to translate big data trends into actionable insights
  • Proactive mindset with a drive to challenge the status quo
  • Proven ability to lead end-to-end customer engagement, with experience managing a direct report
• Additional Requirements:
  • Experience in CRM, particularly with tools like Eloquent
  • A love for working with data analytic to drive behavioural change
  • No prior health-care or insurance experience required (experience in retail or similar industries is valuable)
  • Willingness to travel to Glasgow and London a few times during the contract

• Fully Remote: Enjoy the flexibility of working from home, with the option to travel occasionally.
• Data-Driven Environment: Work with a rich set of data points to drive customer engagement and create meaningful impact.
• Collaborative Team: Be part of a dynamic team, with direct interaction with senior managers and stakeholders.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age