MidFull TimeEN
Job Description
Location Gurgaon
Reports To Retention Marketing Manager
Level 4
With a global presence across more than 25 locations around the world, Fidelity International (FIL) provides investment services and retirement expertise to everyone from central banks and financial institutions to wealth managers and private individuals. We’re proud to have been helping our clients build better financial futures for over 50 years.
About your team
With FIL’s Global Platform Solutions (GPS) our vision is to be a leading, multinational provider of investment solutions, wealth management and retirement services, offering our customers the very best of Fidelity.
The Customer Growth and Retention Marketing Team play a crucial role in developing and deploying strategies to accelerate revenue generated from Prospects, our Investors and Members. By attracting new prospects and retaining our customers to become their Pension and Investment Platform of choice.
Because with the right trusted partner, investing becomes more than a financial decision — it's about helping our customers build the life they want and empowering them to feel engaged with their future and investments. So, join our team and be part of delivering our exciting vision.
About your role
You will be instrumental in driving measurable improvements in customer retention across all our Personal Investing and Workplace Products and Services. Enabled via a data driven, customer centric retention strategy. To support our core goal of becoming our customers' Pension and Investment platform of choice.
Responsible for supporting on the implementing our customer retention strategy covering:
· Robust retention strategy: from pre-emptive engagement to save a customer programs as well as a win back strategy. Build and continuously optimise to drive customer retention.
· Driving decumulation: building engagement at key points in the customer lifecycle to encourage more customers to retire with Fidelity.
· WI (UK & IRSP) specific initiatives including Workplace Workout management
Key responsibilities
1. Retention Strategy Execution and Optimisation:
Support on the delivery of retention initiatives, ensuring alignment with overall business goals and customer needs.
Support on the execution of all activity in relation to retention campaigns, landing pages, templates, guides, client toolkits and banners.
Support on the optimisation of journeys and content across all retention initiatives and touchpoints.
Continuously monitor and execute changes to maximise effectiveness and ROI, using data-driven insights.
2. Retain Customers:
Support on the delivery of pre-emptive engagement with customers based on propensity modelling and the identification of key factors/triggers that drive attrition.
Work on the implementation of a multi-channel save a customer programme, working with colleagues across different customer touchpoints.
Support on the implementation of a win back strategy, targeting Tier 1 and Tier 2 customers.
3. Drive Decumulation:
Support the Retention Manager to articulate our retirement offering in communications across personal and workplace products, including USPs and reasons to believe
Build engagement at key points in the customer lifecycle to educate customers and encourage more to retire with Fidelity
4. Competitor Analysis and Benchmarking:
Conduct regular competitor research to gain market insights, inspiration to help maintain a competitive advantage. Integrate findings into customer journey plan.
5. Performance Analysis:
Monitor and report on campaign performance, making data-driven recommendations for improvement.
Key competencies and experience
· Customer-centric marketing campaign execution (segmentation, targeting, design UX): Proficiency in executing marketing communications across various channels, to drive engagement at key points in the customer lifecycle and to illustrate the value of being a Fidelity customer to and through retirement
· Performance Insight and Reporting: Proficiency in using analytics and in developing reporting. Able to identify trends, performance gaps and opportunities.
· Communication Skills: Excellent written and verbal communication skills, able to clearly and effectively convey information, ideas, and thoughts to other stakeholders via reports and presentations. Experience in copywriting, proof-reading, and editing skills, along with the ability to distil information into key messages and prioritise in a fast-paced environment is essential.
· Collaboration: Experience in establishing effective working relationships built on trust. Able to effectively understand stakeholder needs, leverage open dialogue, establish clear expectations and regularly update stakeholders on progress (internal and external).
· Project / Campaign Management: Strong organisational skills with attention to detail. Ability to work in a fast-paced environment and manage multiple projects simultaneously. Curious thinker adopting a proactive approach to problem-solving and innovation
· Team player: Enthusiastic, motivated and positive, with the drive to make an impact.
· Focus on Personal Development: Passion for personal development (technical expertise and core competencies), focused on keeping up to date with the latest technical, industry and competency trends and best practise. Proven experience of upskilling others would be an advantage.
· Industry Experience: Experience working within Financial Services and understanding of UK FCA compliance requirements would be an advantage but not essential. Skilled at explaining complicated products in a simple and engaging way would be highly desirable.
Feel rewarded
For starters, we’ll offer you a comprehensive benefits package. We’ll value your wellbeing and support your development. And we’ll be as flexible as we can about where and when you work – finding a balance that works for all of us. It’s all part of our commitment to making you feel motivated by the work you do and happy to be part of our team. For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.
For more about our work, our approach to dynamic working and how you could build your future here, visit careers.fidelityinternational.com.
