Diaspora Insurance
Community & CRM Manager
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Job Description: Community & CRM Manager
Job Title: Community & CRM Manager
Department: Marketing / Community, CRM & Retention
Location: Birmingham, UK – office-based
Reports To: Head of Marketing
Employment Type: Permanent
Salary: Competitive, dependent on experience
About Diaspora Insurance
Diaspora Insurance provides culturally informed insurance solutions for diasporans living and working abroad, helping customers protect themselves, their families and their dignity across borders. As the business prepares for FY2026/27 growth, Marketing is building a stronger brand, digital, community, event and partnership engine to support awareness, lead generation, online portal conversion, retention and trust.
Role Purpose
Own customer/community engagement, influencer coordination, CRM/PAS journeys, WhatsApp/email marketing, reviews, NPS, referrals, NTU recovery and retention-led organic growth.
Key Responsibilities
- Design and manage CRM/PAS customer journeys across lead capture, quote follow-up, abandonment, onboarding, reviews, referrals, upsell, renewal and cancellation prevention.
- Own email, WhatsApp and SMS campaign calendars for customers, NTUs, non-customers, group leads and event leads.
- Coordinate influencer activity, landing pages, tracking links, briefing, compliance requirements, proof-of-work and performance reporting.
- Build NPS, review and referral programmes, routing promoters to reviews/referrals and detractors to service recovery.
- Manage monthly retention and organic growth campaigns including add-a-life, cover upgrade, referral prompts and beneficiary awareness.
- Work with the Website Manager to create influencer, event, NTU and referral landing pages with clear attribution.
- Work with Customer Care, Claims, Compliance and Sales to ensure customer journeys are accurate, empathetic and compliant.
- Segment audiences by corridor, source, lead status, product interest, customer tenure, objection and retention risk.
- Maintain influencer/community database and performance tracker.
- Produce monthly lifecycle performance reports covering open/click/reply rates, recovered policies, reviews, NPS, referrals and churn signals.
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Key Performance Indicators / Success Measures
- Influencer/vCard leads: Support 8,500 vCard and influencer landing page leads with tracked source reporting.
- Retention: Support 85% retention target through CRM journeys and early cancellation prevention.
- NTU recovery: Run monthly NTU/reapply campaigns and report recovered policies.
- Reviews/NPS: Implement NPS and review capture; monthly increase in Google/Trustpilot/Facebook reviews.
- Email/WhatsApp cadence: Deliver monthly non-customer, upsell, referral and education campaigns on agreed dates.
- Referral growth: Build tracked referral journeys and report monthly referral policies.
- Data hygiene: Maintain segmentation, consent status, source attribution and campaign logs.
First 90 Days: Expected Deliverables
- Map all lifecycle journeys and current customer communications.
- Launch July non-customer, customer upsell and referral campaign sequence.
- Create influencer tracking framework and landing page request process.
- Implement NPS/review journey with service recovery routing.
- Create monthly retention dashboard and CRM campaign calendar.
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Required Experience, Skills And Attributes
- 2+ years in CRM, lifecycle marketing, community management, influencer coordination or retention marketing.
- Experience with email/WhatsApp/SMS marketing, segmentation and campaign reporting.
- Strong understanding of customer journeys and retention funnels.
- Ability to manage influencers and community stakeholders with professionalism and compliance discipline.
- Good knowledge of GDPR/PECR consent principles or willingness to work closely with Compliance.
- Strong copywriting and customer empathy.
- Data-driven, organised and comfortable coordinating across sales, claims, customer care and marketing.
Tools / Systems
CRM/PAS, email platform, WhatsApp Business/API, SMS tools, Google Sheets/Excel, Trustpilot/Google review tools, UTM tracking, landing page forms.
Personal Attributes
- Commercially minded and outcome-focused.
- Culturally aware and respectful of African diaspora communities.
- Comfortable working in a regulated environment with compliance review processes.
- Highly organised, proactive and accountable.
- Able to work cross-functionally with Marketing, Sales, BDMs, Compliance, IT/PAS, Claims and Customer Care.
Skills and Experience
- Email Marketing (Mail Chimp)
- Influencer/Brand Partnerships
- Landing Page forms
- WhatsApp Marketing
- Excel
- Review tools
GAP – CRM (Will require Training), PAS (Will require Training)
Application Deadline: September 4, 2026
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