The B2B In-life Growth & Retention Manager role focuses on developing and implementing strategies to increase customer life-time value and retention of employers and Connectors. It will manage initiatives that ensure employers and Connectors continue to see the value of Nest’s propositions and are motivated to stay and grow their support, in line with Nest’s Purpose, Values and strategy.
Reporting to the Head of In-life Growth & Retention, the role collaborates with other In-life Growth & Retention Managers to ensure a consistent approach, and a broad range of cross-functional teams including Insights, Proposition, Experience, Operations and Brand & Marketing, to ensure a holistic approach to customer retention and growth.
Accountability
- Accountable for achieving in-life growth and retention KPIs set by the business – this may include specific KPIs for certain cohorts, segments etc.
- Accountable for ensuring in-life growth and retention strategies are great fits with Nest Purpose and Values
- Responsible for making the customer and commercial case for activities, including securing budget and cross functional resources required to deliver achieve them
- Responsible for development, delivery and management of in-life growth and retention activities
Deliverables
- Retention & Engagement Strategy
- Identify at-risk employer and Connector segments and develop targeted initiatives to retain them, leveraging data insights and working across relevant levers (communications, pricing, product, service etc.) and channels (contact centre, App, email etc.)
- Ensure all activities are in line with Nest Purpose, Values and strategy
- In-life Growth Initiatives
- In-line with Nest’s Purpose, Values and strategy, develop personalised approaches to encourage greater use of Nest by employers and Connectors
- Partner with the Proposition and Customer Insights teams to design offers and features that encourage employer and Connector growth based on customer needs, financial constraints, and benefit provision aspirations
- Data-Driven Decision Making
- Use data analytics to identify trends, patterns, and opportunities for improving employer and Connector retention and growth.
- Monitor and report on KPIs related to retention, customer engagement and contribution growth, adjusting strategies based on performance data.
- With stakeholder teams, conduct test and learns across a range of formats, ahead of scaling what works best
- Stakeholder Collaboration
- Work closely with other members of the In-life Growth and Retention team to ensure a cohesive and consistent approach to retention and growth across the wider Member and B2B customer base
- Collaborate with cross-functional teams including Marketing, Proposition, Insights, Experience and Operations to align strategies and ensure smooth execution of initiatives
- Work with other critical teams such as Legal and Compliance to ensure all activities meet regulatory requirements and Nest risk appetite
- Financial & Commercial
- Own a subset of overall in-life growth and retention KPIs
- Responsible for ensuring initiatives achieve an agreed ROI
Relationships and autonomy
The role will report to the Head of In-life Growth and Retention, though will also have a dotted line accountability to the B2B Proposition Director. The jobholder will be expected to work closely with other In-life Growth and Retention Managers, and cross-functional teams across Nest including; Marketing, Proposition, Data, Analytics and Customer Insights.
Experience and technical skills
- Proven experience working with large-scale customer bases (Nest has 1m+ registered employers) and developing diverse responses for diverse segments of customers
- Experience of using a range of levers (price, product, communications, journey enhancements) across a range of channels, to achieve the desired outcomes
- High comfort with matrix agile ways of working
- Experience and motivated by being targeted on KPI outcomes
- Experience of balancing strategies and tactics simultaneously
Personal attributes
- Highly analytical and data-driven, with the ability to turn insights into actionable strategies
- A strong communicator with excellent collaboration skills, capable of influencing stakeholders at all levels
- Proactive and results-oriented, with a passion for improving customer outcomes and driving engagement
- A creative problem-solver who is resilient and able to thrive in a fast-paced, dynamic environment
- A team player who values collaboration and works well with cross-functional teams
- Constant curiosity and drive for best practice
- Able to balance Nest’s Purpose with drive for commercially viable outcomes without compromise to great customer outcomes
We are open to discussing working patterns.
We welcome all internal applicants to apply for our roles, regardless of your current working pattern or hours. We will aim to accommodate your request and match your current working arrangements.
Don't worry if you think you don't have all the key skills, it might be worth taking the few minutes to apply as we're good at spotting potential and offer a generous training budget.
Please download a full job description to find a full scope, deliverables, experience and personal attributes required for this role.
Reward and recognition
- A discretionary bonus scheme
- Reward and recognition scheme
- Enhanced auto enrolled pension – your contributions start at the default 5% while ours are higher at 8%. If you up your contributions to 6% we raise ours to 9%. If you contribute 7% or more we’ll contribute 10%.
- Income protection scheme – is an insurance benefit that provides you with income if you cannot work due to illness or incapacity.
Flexible and agile working
Everyone's personal situation is different.
To make the most out of hybrid working, we've introduced different ways of working, which include (subject to role requirements):
- hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required)
- reduce or vary working hours
- reduce or vary the days worked
- work compressed hours
- job share
For more information about our recruitment process click here