Job Description
About the position
Hiscox is seeking an experienced CRM Manager to lead retention, loyalty, and growth initiatives for B2B and B2B2C customers. This role encompasses end-to-end management of customer lifetime value (LTV) strategies, from strategic planning to execution and analysis. The ideal candidate will be a strategic thinker with a strong analytical background, focused on enhancing customer experiences through data-driven insights and personalized communications.
- Responsibilities
- Own the B2B and B2B2C CRM strategy to drive adoption, engagement, and retention. ,
- Develop and oversee the execution of lifecycle marketing strategies and programs using a data-driven approach. ,
- Become the expert on the customer journey and behavior of B2B and B2B2C customers. ,
- Identify opportunities in the customer journey to increase premium per user, reduce churn, and enhance loyalty. ,
- Evaluate customer behavior to uncover opportunities and influence strategies. ,
- Advocate for work supporting digital partnerships and agents across the business. ,
- Monitor the health of CRM programs using data, identifying areas for improvement. ,
- Collaborate with Technology and Product Development teams on features and optimizations. ,
- Identify industry trends and insights to refine marketing approaches.
- Requirements
- 4+ years' experience in marketing, specifically in CRM with a B2B audience. ,
- 2+ years' experience in people management, with a passion for mentoring others. ,
- Strategic thinker with the ability to develop complex programs from inception. ,
- Experience in developing, executing, and tracking integrated, multi-touch marketing plans. ,
- Expertise in CRM and familiarity with marketing automation systems. ,
- Deep understanding of customer personas and needs at various lifecycle stages. ,
- Superior communication and project management skills, balancing senior stakeholders and operational excellence. ,
- Strong analytical skills with experience in reporting and data-driven optimization. ,
- Ability to adapt in a fast-paced environment while maintaining attention to detail. ,
- Proven track record of successful email program delivery.
Nice-to-haves
- Benefits
- Competitive salary and bonus based on personal and company performance. ,
- 401(k) with competitive company matching. ,
- Comprehensive health insurance, vision, dental, and FSA plans. ,
- Company paid group term life, short-term disability, and long-term disability coverage. ,
- 24 Paid time off days, plus 2 Hiscox Days, 10 paid holidays, and ability to purchase 5 PTO days. ,
- Paid parental leave. ,
- 4-week paid sabbatical after every 5 years of service. ,
- Financial Adoption Assistance and Medical Travel Reimbursement Programs. ,
- Annual reimbursement up to $600 for health club membership or fitness program fees. ,
- Company paid subscription to Headspace for mental health support. ,
- Recognition for having a best-in-class health and wellness program.
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