About the position
Hiscox is seeking an experienced CRM Manager to lead retention, loyalty, and growth initiatives for B2B and B2B2C customers. This role encompasses end-to-end management of customer lifetime value (LTV) strategies, from strategic planning to execution and analysis. The ideal candidate will be a strategic thinker with a strong analytical background, focused on enhancing customer experiences through data-driven insights and personalized communications.
Responsibilities
• Own the B2B and B2B2C CRM strategy to drive adoption, engagement, and retention.
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• Develop and oversee the execution of lifecycle marketing strategies and programs using a data-driven approach.
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• Become the expert on the customer journey and behavior of B2B and B2B2C customers.
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• Identify opportunities in the customer journey to increase premium per user, reduce churn, and enhance loyalty.
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• Evaluate customer behavior to uncover opportunities and influence strategies.
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• Advocate for work supporting digital partnerships and agents across the business.
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• Monitor the health of CRM programs using data, identifying areas for improvement.
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• Collaborate with Technology and Product Development teams on features and optimizations.
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• Identify industry trends and insights to refine marketing approaches.
Requirements
• 4+ years’ experience in marketing, specifically in CRM with a B2B audience.
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• 2+ years’ experience in people management, with a passion for mentoring others.
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• Strategic thinker with the ability to develop complex programs from inception.
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• Experience in developing, executing, and tracking integrated, multi-touch marketing plans.
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• Expertise in CRM and familiarity with marketing automation systems.
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• Deep understanding of customer personas and needs at various lifecycle stages.
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• Superior communication and project management skills, balancing senior stakeholders and operational excellence.
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• Strong analytical skills with experience in reporting and data-driven optimization.
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• Ability to adapt in a fast-paced environment while maintaining attention to detail.
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• Proven track record of successful email program delivery.
Nice-to-haves
Benefits
• Competitive salary and bonus based on personal and company performance.
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• 401(k) with competitive company matching.
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• Comprehensive health insurance, vision, dental, and FSA plans.
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• Company paid group term life, short-term disability, and long-term disability coverage.
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• 24 Paid time off days, plus 2 Hiscox Days, 10 paid holidays, and ability to purchase 5 PTO days.
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• Paid parental leave.
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• 4-week paid sabbatical after every 5 years of service.
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• Financial Adoption Assistance and Medical Travel Reimbursement Programs.
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• Annual reimbursement up to $600 for health club membership or fitness program fees.
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• Company paid subscription to Headspace for mental health support.
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• Recognition for having a best-in-class health and wellness program.
