Head of CRM

The job in a nutshell

Buying insurance is complicated and expensive At GoCompare we help millions of customers save money every year by cutting through the confusion and making it quicker and easier to find the right product, at the right price.   

Working in eCommerce at GoCompare means developing and building products and services that really help our customers and disrupt our sector.  

The Head of Customer Relationship Management at GoCompare is responsible for leading our conversations with our customers.  On a day-to-day basis this means accountability for our email channel and its commercial performance.   You will lead a multi-disciplinary team who work directly in our digital squads solving for clear customer and business objectives In this role you will own the lifecycle management of our customers through acquisition (supporting them to complete their insurance purchase) and retention (educating them on the benefits of GoCompare and helping them through their renewal cycle).  You will be at the forefront of launching new products and services to our customers. 

We want to be the best in the market at what we do, continually innovating to solve for our customers and staying one step ahead in an industry that is constantly changing.  We are looking for people who live and breathe customer mind set, who bring collaborative ways of working and who are eager to constructively challenge traditional thinking.  

Skills and experience you’ll need to have

  • You’ll be able to talk passionately about the teams you have ledthe transformative changes you have made to process, technology and communication messaging and the measurable customer and business impact they’ve had.  You know why you succeeded when you did, and why you didn’t when you didn’t.  

  • You know that great CRM is underpinned by great data and you’re confident about using in it in every aspect of your role – from understanding performance and issues, to looking for opportunity areas. You’re constantly seeking out new ways to use our existing data to improve and personalise communications and because of your experience doing this elsewhere, you’re also interested in what we might integrate from elsewhere.   

  • You’re deeply familiar with SalesForce (or similar tools) having worked with it previously. You know how to get the most out of it because you’ve spent a lot of your time working with technical specialists to improve and develop implementations to get the best results for your customers.  

  • You obsess over details – you’re rigorous about getting your teams to map out journeys and understand the impacts of proposed change for every type of customer and every scenario.  You believe in the power of consistency and you’re fluent in translating brand guidelines and direction into beautiful design.   

  • You know how to tell the story of what you’re doing and why, and you can confidently share it around the business, taking on board feedback.  You can understand a market, and the role we want our business to play in it, and shape a strategy that will support it. You know how to turn long term visions for where we might want to go, into a series of actionable steps that will allow us to make rapid improvements.   

  • Above all else you’re a team player – you understand the range of experience and skills it takes to build great products and you’re brilliant at working with people across the whole organisation 

What you’ll be responsible for

  • Responsible for leading and delivering the GoCompare CRM strategy.
  • Engages and collaborates with parallel functions in technology and product; prioritising and organising closely with other teams, as well as their CRM team to delivery growth plans
  • Develops understanding of CRM’s role in the end-to-end customer experience to feed into GoCompare’s wider business strategy.
  • Manages team performance to target including CRM budget planning.
  • Drives ongoing improvement to GoCompare’s channel measurement to identify trends and new business opportunities as well as quickly identify business risk.  
  • Operates with a solid understanding of implications of operating in an FCA or compliance rigorous environment. Decision-making should be led by data protection principles.
  • Manages and is responsible for target-led performance of GoCompare’s CRM channel, primarily email.
  • Sets and delivers mid-term strategic direction for CRM performance improvement.
  • Collaborates closely with Ecommerce colleagues on customer retention & loyalty.
  • Collaborates closely with in-house Salesforce technology and marketing automation team on strategy and operation.
  • Acts as an internal thought leader for advancement the CRM channel.

Who you’ll be working with

  • VP Ecommerce, Director Digital Marketing, Head of Salesforce Technology, Ecommerce Insights Manager, Head of Performance, Head of CX, Head of Product, Finance Business Partners
  • Salesforce team

About us

Benefits  

On top of our competitive salaries, we offer all sorts of benefits from flexible working hours, to 25 days holiday and your birthday off.  Our employees also have private medical cover and matched pension contributions up to 6%.   

And we’re proud of the great working culture we’ve built.  We work hard but we also have fun.  Our most recent engagement survey showed that 89% of our employees would recommend GoCompare as a great place to work  We run regular socials, engagement activities, drinks, treats and plenty more - but we also know your own time is important, so you can be as involved as little or as much as you’d like. We also value continuous learning opportunities, so we have all sorts of Learning & Development support, including a dedicated budget per team.  

About Go Compare 

Did you know we’re one of the UK’s leading price comparison website Challenging the category is in our brand DNA, our CEO and Founder Lee Griffin started the company 13 years ago with the singular vision of helping people to find insurance that was better value, with the features they wanted at the right price.  And we’ve continued in that approach ever since.  Our recent offer of Free £250 excess cover has challenged the insurance industry by ensuring consumers don’t have to pay unfair voluntary excess charges if they make a claim.     

We truly believe in the ethos that companies with greater diversity perform better than those without. It is for these reasons that all qualified applicants will be considered for employment regardless of age, race, religion, genetic information, sexual orientation, gender identity, parental status, disability, educational background or any other characteristic for that matter that doesn’t relate to your ability to perform the role.

Go for it
Salary:

Up to £65,000 plus benefits and bonus

Location:

Newport

Job Reference:

gocompare/TP/41/301

Closing date:

20th April 2020

Working hours:

37.5 hours per week

Go for it