CRM Manager Digital Partnerships and Agents

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.
,
• Develop and oversee the execution of lifecycle marketing strategies and programs using a data-driven approach.
,
• Become the expert on the customer journey and behavior of B2B and B2B2C customers.
,
• Identify opportunities in the customer journey to increase premium per user, reduce churn, and enhance loyalty.
,
• Evaluate customer behavior to uncover opportunities and influence strategies.
,
• Advocate for work supporting digital partnerships and agents across the business.
,
• Monitor the health of CRM programs using data, identifying areas for improvement.
,
• Collaborate with Technology and Product Development teams on features and optimizations.
,
• Identify industry trends and insights to refine marketing approaches.

Requirements
• 4+ years’ experience in marketing, specifically in CRM with a B2B audience.
,
• 2+ years’ experience in people management, with a passion for mentoring others.
,
• Strategic thinker with the ability to develop complex programs from inception.
,
• Experience in developing, executing, and tracking integrated, multi-touch marketing plans.
,
• Expertise in CRM and familiarity with marketing automation systems.
,
• Deep understanding of customer personas and needs at various lifecycle stages.
,
• Superior communication and project management skills, balancing senior stakeholders and operational excellence.
,
• Strong analytical skills with experience in reporting and data-driven optimization.
,
• Ability to adapt in a fast-paced environment while maintaining attention to detail.
,
• Proven track record of successful email program delivery.

Nice-to-haves

Benefits
• Competitive salary and bonus based on personal and company performance.
,
• 401(k) with competitive company matching.
,
• Comprehensive health insurance, vision, dental, and FSA plans.
,
• Company paid group term life, short-term disability, and long-term disability coverage.
,
• 24 Paid time off days, plus 2 Hiscox Days, 10 paid holidays, and ability to purchase 5 PTO days.
,
• Paid parental leave.
,
• 4-week paid sabbatical after every 5 years of service.
,
• Financial Adoption Assistance and Medical Travel Reimbursement Programs.
,
• Annual reimbursement up to $600 for health club membership or fitness program fees.
,
• Company paid subscription to Headspace for mental health support.
,
• Recognition for having a best-in-class health and wellness program.