Policy Expert – Customer Comms Manager
🚀 We’re on a mission to make: The most successful insurance disruptor people want to stay with for life
Are you ready to transform the insurance industry with innovative technology? At Policy Expert, we are on a mission to revolutionize Home, Pet, and Motor insurance, making it clear, fair, and great value for customers. Since our inception in 2011, our breakthrough thinking and proprietary tech have won us over 1.5 million customers and the title of the UK’s No.1-rated home insurance provider for 9 years. 🏆
Hear from our team about what it's like working at Policy Expert ✨
Your day to day:
We’re hiring a Customer Communications Manager to join Policy Expert’s marketing team. The comms arm of the marketing team looks after CRM, social media, policy documents, and all other communications which pass in front of the customer.
As a business, we’re proud of our proactive, honest, and straightforward approach to insurance. As a comms function, we lead by example with our expertise used across the business to ensure that messaging and journeys are clear, timely and informative.
Key Duties & Responsibilities
- On a day-to-day basis, responsibility for the ownership of our CRM campaigns, from strategy to execution, with ongoing optimisation. In charge of performance reporting and ensuring that everything is running to the highest standard possible.
- Spearheading the nurturing of our audiences by defining and building a range segments, set objectives for them and striving to keep them in the best health. Developing a strong understanding of your audiences, you’ll begin to propose bespoke comms journeys for our segments to ensure that we are serving our different customers’ needs appropriately.
- Owner of our day-to-day running of our social media channels against our social media strategy. The trusted person to bring these objectives to life through consistent, engaging content, tailored to our different channels, with the responsibility for continuing to grow our followings and keep our content fresh.
- Owner of our ongoing refer a friend initiative, working with our platform partner to find innovative new ways to improve and optimise performance and drive sales. Deeply immersed in the analysis at each point along the customer journey and work closely with our ops teams to iron out any user issues.
- Project leading an ongoing effort to scrutinise all of communications through a Consumer Duty lens. This includes the auditing and testing of all communications in the customer ecosystem, reporting on all findings, and managing suggested improvements through to delivery.
- Where necessary, supporting our ops teams by writing Help Centre and Blog articles to help support customers with frequently asked questions and seasonal insurance perils.
We're looking for someone who:
- Has a big appetite for data, and a technical attention to detail.
- Has held responsibility for delivering campaigns in a previous role and isn’t afraid to be held accountable for the work they do.
- Is motivated by simplifying journeys and delivering the best customer experience, while also understanding the nature and requirements of marketing in a regulated industry.
- Is a problem solver who won’t be deterred when the easiest route isn’t feasible.
- Has strong creative ability – who has worked with design teams before, recognises its potential in delivering results for customers and businesses, and is confident writing high-quality copy from scratch.
- Is energetic and outgoing, and happy to put their hand up for anything. In a lean team, enthusiasm and a desire to take on responsibility is essential!
To be a great candidate, you’d need to evidence experience in the majority of these areas:
- Campaign/CRM management. You need to have held a role where you are comfortable building and executing your email campaigns to large audiences.
- Project-managing, driving projects forward and coordinating work with senior stakeholders from across the business.
- Copywriting, preferably within a regulated environment. The ideal candidate will have a gift for distilling lengthy or technical jargon into plain and readable English to deliver better experiences for our customers and positive outcomes for the business.
- Managing social media activity for a company with a medium to large following, and significant contributions to longer-form copy for external websites/blogs.
Benefits:
📍 This role will be based in our London office in a 50/50 Hybrid mode.
💸 Generous Pension contribution scheme
🏥 Private medical & Dental cover
📚 Learning budget of £1,000 a year + Study leave (with encouragement to use it)
😁 Enhanced maternity & paternity
🚉 Travel season ticket loan
🎟️ Access to a wide selection of London O2 events and use of a Private Lounge
🌈 Employee Wellbeing Programme
What We Stand for and Next Steps “We pride ourselves on being an equal opportunity employer. We treat all applications equally and recruit based solely on an individual’s skills, knowledge, and experience. The quality and growing diversity of our team is a testament to this commitment”
At Policy Expert, we are committed to fostering an inclusive and supportive environment for all candidates. If you require any reasonable adjustments during the interview process to accommodate your needs, please do not hesitate to let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support.
We aim to be in touch within 14 working days of your application – you will be notified if successful or unsuccessful. Please be encouraged to apply even if you do not meet all the requirements.
Useful links:
Glassdoor | Trust Pilot | Best Companies
