Customer Engagement Manager

About AFSL and Digital team

AFSL is a highly successful part of the wider Admiral Group designed to deliver high quality, affordable loans. As a 4 year old business, we have won the Moneyfacts Consumer Awards and customer engagement is a key part of delivering against our ambitious growth plans. This role sits within our Digital team who have a strategic challenge to ensure that they deliver amazing customer experiences across multiple channels and focus on uplifting our digital engagements.

Customer Engagement Manager

In this role, you’ll be the core person responsible for creating a highly bespoke communication strategy that maximises the transactional interactions our customers have with us and combine this with data points to deliver in-life messaging.

You’ll be commercially minded and target orientated, focusing on delivering significant value by using communications to promote behaviour change in our customers and target prospects.

In addition, you will also work closely with our wider business team as well as our Comms and UI Executive to deliver compelling, engaging Internal Communications.

Key Responsibilities

• Own the delivery, implementation and ongoing supplier relationship with our communications platform provider.
• Work closely with UX to identify all of the current and future needs for in-life transactional communications and design a contact strategy that reflects our desire to be personalised, timely and relevant
• Communicate and celebrate our self-service offerings to increase sign up.
• Develop and deliver internal communications in conjunction with our Comms and UI designer across a variety of media.
• Work alongside our Digital Analyst and wider data teams to determine audience cohorts for engagement
• Continuously optimise communications using AB tools within our comms platform to reduce Failure Demand, create cut through with prospects and deliver high quality engagement
• Work in conjunction with our Product teams to design a series of campaigns to both existing and prospective customers within the EUI base
• Liaise closely with EUI brand teams, AFSL UX and the Head of Digital to develop the brand, define our differentiation points and amplify these within communications.
• Whilst not responsible for PR, PPC and content, you’ll work with the relevant teams to identify opportunities and work with our Content Agency to create exciting stories that can cut through
• Own the metrics for communications, working with our analysts to continuously improve how we measure our communications strategy
• Support our Senior Digital Manager for our Opt-In strategies and GDPR controls

Candidate Requirements

• Highly data focused
• Essential: Must have a minimum of 3 years marketing experience with at least 1 year in a regulated environment.
• Essential: Must have experience using a marketing automation platform, delivering complex and personalised experiences combining data and content.
• Excellent written skills with a clear understanding of writing for specific audiences
• Results focused with a passion for creating compelling communications
• Able to deliver challenge in a positive way always focused on ensuring fair customer outcomes whilst maximising business opportunity.
• Good eye for design and accuracy
• Understand the constraints of delivering communications within a regulated environment

About  Admiral and AFSL

Admiral Group is a FTSE 100 Financial Services company with a presence in eight countries. The company was set up in 1993 as a car insurance specialist, but since then the Group has expanded in other countries and other insurance verticals such as household and travel insurance, in loans, price comparison platforms, and has developed innovative products.

Admiral Financial Services was formed five years ago and has been an amazing growth story with major ambitions to grow even further. This means we are now looking to enhance all our capabilities, particularly how we leverage data and automation.

The Group has 7 million customers worldwide and employs over 11,000 people across its operations. Admiral is a growth story with an enviable track record of strong financial performances, ROE consistently over 50%, a turnover of £3.5 bn, and a profit before tax of £520 m in 2019.

Admiral’s philosophy is that ‘people who like what they do, do it better’ and Admiral is proud to offer an open culture where achievement is rewarded and recognised and where coming to work is exciting every day. In 2019, Admiral received a special award from ‘Best Companies to Work For’ as the only company to feature within their rankings since they began 20 years ago: a true testament to the Group’s culture.

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons why we're consistently voted one of the Sunday Times’ Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible. 

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