CX job of the week: Volvo

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This week: Head of Customer Retention – Volvo – Maidenhead, UK (remote/flexible options available)

The key purpose of this role will be to ensure that Volvo maximise all opportunities to renew their current VCFSUK customers, and develop an overall strategy for the future of renewals both now and as the industry transitions to a higher proportion of direct sales and agency models.

Responsibilities

• Developing a best-in-class commercial strategy to optimise Volvo's renewals performance.
• Constructing comprehensive CRM strategies for the brands that allow Volvo to work in partnership with both the OEM and retailer partners, as well as an independent approach to accommodate their approach to direct/agency sales.
• Leading the development of the CRM platform creating a strategic roadmap for the next phases of system enhancements.
• Overall management of the CRM platform, reviewing usage, performance, customer data, pricing and campaigns.
• Creating testing and evaluation processes to assess the effectiveness of marketing programs.
• Leading the monthly renewals meetings to ensure that data is presented with the right level of prominence to ensure that renewals are a core activity.
• Working in collaboration with the Head of Learning & Development to ensure that training materials on both renewals and Trade Cycle management are relevant and up to date.
• Overall responsibility for relationship management with regards to renewals, both at an OEM and retailer level, supported by a compelling business case showcasing the importance of renewals to OEM loyalty, and the broader value chain.

Requirements

• Experience in managing and supervising a small team, developing people’s potential, and acting as a good coach.
• Sound experience in overseeing complex marketing strategies, across a wide range of channels and products or services.
• A track record of creating, delivering, and evaluating integrated marketing plans, involving multiple internal and external stakeholders.
• Experience of working in a complex shareholder set-up with diversified business departments would be beneficial.
• Exceptional communication skills with the ability to interact across all levels of the company and its shareholders and stakeholders.
• A strategic and creative thinker, results-oriented, and with high attention to detail.
• Experience in asset or automotive finance would be preferable, along with experience in CRM strategy and development.

For further information and to submit an application, visit the Volvo job board.