Head of Customer and Marketing

3 weeks ago

Dublin, Dublin City, Ireland Aviva Full time

Head of Customer and Marketing

Cherrywood, Dublin 18 , Permanent, Hybrid working.

To be considered for this position, you must have valid Irish/EU/UK work rights, and experience in Financial services/Insurance in a relevant position at senior level

Do you have extensive brand, customer and marketing experience, with an understanding of working in a regulated environment and ideally (but not essential) customer management frameworks and the associated metrics and measures used to assess customer outcomes?

A strong marketeer and customer advocate, you will be commercially focused and have proven success in leading teams and managing a large budget to successfully deliver commercial growth at optimum return on investment (ROI).

You will also be the Customer Advocate within the wider GI business, understanding customer needs and issues and driving the customer agenda at every opportunity both within the Personal Lines teams and across a wider matrix environment.

You will know the competitor landscape and work closely with the Product, Pricing and Delivery teams to innovate and develop our customer proposition.

You will be able to understand Aviva's Operational Risk and Control Framework and consider this in all aspects of your work.

You will also have a keen focus on data and be exceptionally numerate. On an ongoing basis this person will need to demonstrate on commercial outcomes delivered, prove delivery of ROI and secure ongoing investment to further grow and expand the business, and prove ROI.

Experience of C Suite engagement is essential as the position has exposure to UK group and board level.

You will work with Group Brand to further develop the Brand Strategy for the Irish market, and plan and deliver an annual calendar of brand and tactical direct response campaigns, ensuring that we leverage our sponsorship at every opportunity.

You will also play lead role in delivering annual media plans, achieving quote targets proposed, and input into the ADIL revenue plan: proposing, building, and delivering new marketing propositions that differentiate Aviva from our competitors and drive measurable business growth.

More about the position:

Marketing (ADIL)

Lead the shaping, integrating and successfully executing the strategy for consumer marketing. Ensure all areas of responsibility measurably contribute to the achievement of strategic, commercial and customer objectives. Lead the consumer marketing team so as to deliver the commercial objectives for ADIL maximising the use of all channels & opportunities [marketing, sponsorship, digital, advertising & PR]. The role holder will be accountable for driving commercially viable campaigns that develop brand & product awareness in our targeted markets delivering sustainable results. And delivering the CVM strategy to improve retention and cross sell. Work collaboratively with internal stakeholders to identify target markets and execute campaigns to drive sales and leads through the direct channel. Help to mentor and develop key personnel within the Team so as to ensure effective succession planning is in place. Own and drive all consumer marketing campaigns undertaken by the Team and Aviva Direct. Collaborate with Aviva Group's Brand team to ensure that Aviva Ireland are compliant with group standards & leveraging best practice opportunities. Create trust in our brand & business through an integrated marketing strategy built on customer insights.

Customer (AIIDAC & ADIL)

Own and drive customer advocacy across the Aviva GI business. A deep understanding of customer needs and wants and areas of improvement across the end to end journey and core proposition. Developing and maintaining an appropriate customer performance management framework, metrics and measures to assess customer conduct outcomes & principle with accountability for providing updates to key forum. Planning and delivery of all consumer research projects with accountability for setting and delivering against targets.

Other

This person and their team will regularly be required to play a leading role in the delivery of any project that impacts the customer. These projects may be led by the need for regulatory change (e.g. CICA) or business led changes (e.g. Digitisation – Direct Simplification).

In this role the individual will be managing Critical and Important Outsource Providers and robust supplier management is required.

Qualifications:

Marketing qualification or equivalent.

Substantial marketing experience with at least 3-5 years in a Senior Marketing role.

Skills/knowledge:

Ability to establish & maintain effective relationships. Strong analytics capability - ability to absorb & interpret data & information to draw inferences. Ability to manage key elements of multi-function projects using own initiative taking personal responsibility for decisions relating to aspects of the role. Ability to work well in a busy and fast paced team environment. Taking personal responsibility for decisions relating to aspects of the role. Creativity – ability to drive and champion change. Results driven - clear focus on commercial results to meet objectives. Needs to be passionate about the customer.

Experience:

Experience managing an extensive media budget with accountability for driving demand and the ability to forecast revenues. Experience in financial services or similar regulated industry is preferable. Experience delivering a CVM Marketing Strategy is essential. Knowledge of multi-channel campaign management with experience using self service Email Marketing System (CheetahDigital an advantge) and SMS. Ability to translate data into customer insight. Good supplier management. Comfortable dealing with senior stakeholders and influencing decisions up to Board level. Experience in driving consistently excellent customer outcomes. Experience managing teams

What will you get for this role?

A competitive market leading salary depending on skills, experience, and qualifications Most of our people are smart working – spending around 60% of their time in our offices and 40% at home (dependent on your role) Generous pension (employee contribution matching of up to 14% if you contribute 8%) Annual performance related bonus and pay review Holiday allowance of 29 days plus bank holidays, and the option to buy/sell up to 5 additional days Free car parking Generous Health & dental insurance contributions after six months Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme Cycle to Work benefit scheme TaxSaver Travel Scheme Family friendly parent's (matching paternity and maternity leave) and carer's leave. Up to 40% discount for some Aviva products plus discounts for Friends and Family Employee Assistance Programme Volunteering days Professional qualification support and transparent career progression plans

Aviva is for Everyone

Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all.

We flex locations, hours and working patterns to suit our customers, business, and you. Our smart working combines the benefits of flexibility with time together with colleagues.

We prefer all applications to be submitted online, however if you require an alternative method of applying please contact Abigail Aitken a call on or send an email to

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