Job description
It’s an exciting time to join the Marketing team here at AXA - Global Healthcare, with significant investment planned to transform, deliver new digital services to our customers and streamline and automate our business processes. We’re looking for a Customer Communications and CRM Manager to contribute, support and deliver the implementation of effective member communications and engagement activity.

You’ll develop existing and implement new acquisition and retention communications, and build new product/ innovation launches too. You’ll also be responsible for managing the end- to-end comms journey for our customers as well as bi-annual product review activity.

At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work part of your week away from home, either at one of our office locations, visiting clients or attending industry events.

What you’ll be doing:
• Create and maintain a map of the end-to-end customer journey and key communications touchpoints, driving an engagement roadmap to deliver timely and relevant communications that meet our KPIs at each stage. Manage the customer communication strategy in place for channels such as Letters, Email, and SMS.
• Oversee the creation, editing, and approval of customer communication content, ensuring it meets brand guidelines, uses consistent note and terminology and is appropriate in length and style.
• Support the roll-out of digital communications and automated marketing communications via Salesforce Marketing Cloud.
• Build “traffic control” guidelines and rules, ensuring the business follows these principles and guidelines.
• Lead the team to deliver all changes and updates to end users’ literature, content, comms and marketing assets as part of the bi-annual Product review cycles. Lead all product review activity for marketing.
• Use data and other insights available to personalise campaigns and journeys and provide regular reports to senior stakeholders on performance of main customer communications campaigns.
• Develop customer loyalty through an engagement program for AGH members.
• Define KPIs, track and report on performance of communications considering the onward journey and the overall goal.
• Lead on optimisation of communications templates and email best in class principles in line with consumer duty principles and accessibility principles for vulnerable customers.
• Look for innovative ways of working and developing the customer journey as well as literature reviews and opportunities to optimise the process and deliver efficiencies Managing a small team.

Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest. Therefore, if you’re interested in joining us at AXA, please don’t hesitate to apply.

What you'll bring:
• Customer marketing specialist with experience devising a strategy to deliver proactive customer communications across multiple channels and touchpoints. Healthcare, financial service or Insurance experience would be advantageous.
• Multichannel expertise including demonstrable experience working with CRM platforms, developing and executing email marketing, direct mail and app campaigns to customers.
• Experience in managing marketing activities with a budget and results lens.
• Salesforce Marketing Cloud experience/ Email specialist accreditation a plus.
• Knowledge of database campaign segmentation.
• Exceptional copywriting skills within email marketing copy best practices as well as engagement comms.
• Proven ability to influence at all levels of the organisation.
• Creative, innovative thinker focussed on improvements to processes.
• Strong knowledge of the FCA regulation and strong understanding of Consumer Duty principles and rules.
• Energetic, driven, motivated and target orientated.
• Experience of team management and talent development.

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

This position has been defined as an Insurance Distribution Directive (IDD) role under the IDD regime which means that in addition to pre-employment screening checks, the successful candidate will be subject to background screening every 4 years with an annual declaration in interim years.

What we offer:

At AXA – Global Healthcare, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:
• Competitive annual salary dependent on experience
• Annual company & performance-based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• 28 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
• AXA employee discounts
• Gym benefits

To apply, click on the ‘apply for this job’ button, you’ll then need to log in or create a profile to submit your CV. We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long term condition or disability and require reasonable adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to [email protected].

Who we are:

Proud to be part of the AXA Group, AXA – Global Healthcare specialise in supporting the healthcare needs of globally mobile citizens, around the world. From a routine medical checkup to a lengthy hospital stay, individuals and businesses have relied on the global support and protection we offer, for more than 60 years. Today, we support members living in more than 200 countries from our global hubs in the UK, Europe, Asia, India, USA and Middle East.