Retention Consultant

RAC; West of England; Hybride; GBP 38 000 - 52 000; Plein temps

Avantages offerts par ce poste

Colleague Share Scheme

Car salary sacrifice

Flexible schedules

25 days annual leave

Private pension

Life assurance

Employee discounts

Résumé du poste

The RAC is seeking a Retention Consultant to boost customer engagement, loyalty and lifetime value within our Consumer Roadside team. You will collaborate with Marketing, Pricing, Finance, Contact Centres, myRAC and Insight to deliver retention initiatives across journeys, campaigns and payment retention.

You’ll analyse customer behaviour, shape lifecycle communications and coordinate cross-functional delivery in a hybrid Bristol-based role, requiring a commercial mindset and proactive,

Qualifications

• Experience in customer/marketing/retention/CRM environment
• Strong analytical skills with performance data
• Understanding of customer behaviour and retention metrics
• Experience delivering projects from idea to delivery
• Excellent communication and stakeholder management
• Ability to manage multiple priorities across projects
• Strong customer focus and commercial awareness
• Delivery-focused and proactive approach
• Confidence working with cross-functional teams
• Experience in retention marketing, lifecycle management or customer engagement would be advantageous
• Experience in loyalty, subscription, membership or customer-focused organisations would be beneficial

Responsabilités

• Support retention initiatives to improve engagement, loyalty and retention performance
• Analyse customer, campaign and trading data to identify trends and opportunities
• Shape and deliver lifecycle communications for renewal and post-renewal journeys
• Support payment retention activity and related initiatives
• Review customer behaviour and journey performance for improvements
• Collaborate with Marketing, Insight, Pricing and Digital teams on campaigns
• Coordinate stakeholders to ensure on-time delivery of retention initiatives
• Provide insight and recommendations to support retention decisions
• Develop clear briefs and recommendations for campaign delivery
• Monitor churn, retention and customer value metrics
• Drive continuous improvement across retention activity and journeys

Connaissances

Retention experience

Analytical skills

Customer insight

Project delivery

Stakeholder management

Multi-tasking

Customer focus

Delivery oriented

Cross-functional

Retention marketing

Loyalty programs

Description du poste

About The Role

Join the RAC as a Retention Consultant and play a key role in helping us improve customer retention, engagement and lifetime value across our Consumer Roadside business.

Working within our Retention team, you'll support a wide range of initiatives across customer journeys, lifecycle communications, payment retention activity and churn reduction. You'll work closely with teams across Marketing, Pricing, Finance, Contact Centres, myRAC and Insight to deliver activity that improves customer outcomes and commercial performance.

This is a varied role that combines analysis, delivery and stakeholder collaboration. One day you could be reviewing retention performance and customer behaviour, the next supporting a new campaign, improving a customer journey or helping bring a retention initiative to life. We're looking for someone who's flexible, commercially minded and enjoys getting stuck in, with the ability to manage multiple priorities and work across a range of projects.

What you'll do

• Support retention initiatives that improve customer engagement, loyalty and retention performance

• Analyse customer, campaign and trading data to identify trends, risks and opportunities

• Help shape and deliver customer lifecycle communications, including renewal and post-renewal journeys

• Support payment retention activity and initiatives designed to improve customer outcomes

• Review customer behaviour and journey performance, identifying opportunities for improvement

• Work closely with Marketing, Insight, Pricing and Digital teams to support retention campaigns and proposition development

• Coordinate stakeholders to ensure retention initiatives are delivered effectively and on time

• Provide insight and recommendations that support retention decisions and commercial objectives

• Develop clear briefs and recommendations to support campaign and journey delivery

• Monitor churn, retention and customer value metrics

• Drive continuous improvement across retention activity, communications and customer journeys

What you'll need

• Experience working within a customer, marketing, retention, CRM or customer insight environment

• Strong analytical skills and confidence working with performance data

• Understanding of customer behaviour, campaign performance or retention metrics

• Experience supporting projects or initiatives from idea through to delivery

• Excellent communication and stakeholder management skills

• Ability to manage multiple priorities and work across different projects

• Strong customer focus and commercial awareness

• A flexible, proactive and delivery-focused approach

• Confidence working with teams across different business functions

• Experience within retention marketing, customer lifecycle management or customer engagement would be advantageous

• Experience within subscription, membership, loyalty, charity or customer-focused organisations would be beneficial

Location & Salary

Location: Bradley Stoke, Bristol (hybrid working, Tuesday and Wednesday in the office, 3 days remote.

Salary: Aligns with market and experience + annual bonus

As a Retention Consultant at the RAC, you'll get benefits that go the extra mile

• Earnings That Motivate – enjoy a competitive salary plus automatic enrolment in our ‘Owning It Together’ Colleague Share Scheme – a unique opportunity to share in RAC's future success and be rewarded for the exceptional work you deliver.

• Tools to Drive Your Future – get started with a free RAC Ultimate Complete Breakdown Service from day one, plus access to a car salary sacrifice scheme (including electric vehicle options) after 12 months, delivering serious tax savings.

• Time Off That Matters – enjoy 25 days annual leave, plus bank holidays. We also support work-life balance with paid family leave, flexible schedules, and practical resources to help navigate personal commitments.

• Financial Security & Perks – pension scheme with up to 6.5% matched contributions alongside life assurance cover up to 4x salary (10x optional with flex benefits), designed to support you long-term. Qualifying earnings apply.

• Wellbeing That Works for You – our 24/7 confidential support service is available to you and household members aged 16+, offering reassurance whenever you need it.

• Extras That Make a Difference – access Orange Savings, our exclusive discount portal with deals across top retailers, holidays, tools, tech and more. After passing probation, you'll automatically join our Colleague Share Scheme, giving you a stake in our collective success.

Why the RAC?

For more than 128 years, we've been keeping drivers moving, and today we're trusted by over 15 million members. We're also trusted by our people, with a 4.5-star Glassdoor rating showing that the RAC is a place where support, ambition and opportunity go hand in hand.

We welcome people from every background, value every voice, and back your growth every step of the way. At the RAC, you can bring your full self to work and we'll be with you every step of the way to help you grow and develop your career.