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We’re looking for a commercially driven Senior Marketing Manager – Retention
We’re looking for a commercially driven Senior Marketing Manager – Retention to lead customer lifecycle marketing across our Consumer Breakdown division. This is a high-impact leadership role focused on customer engagement, retention, and growth, ensuring we maximise customer lifetime value and reduce churn across our driving services portfolio.
You’ll own the end-to-end CRM strategy, leading an established team who deliver highly personalised, insight-driven campaigns across email, SMS, push notifications and digital journeys. Working closely with Product, Data, Technology and senior stakeholders, you’ll shape how we engage with customers at every stage of their lifecycle.
This is an exciting opportunity to play a key role in transforming our CRM capability, particularly as we have recently migrated to Bloomreach, and are evolving our marketing automation and personalisation strategy.
Key responsibilities
- Deliver measurable improvements in customer lifetime value (CLV) and repeat purchase behaviour
- Design and optimise end-to-end customer journeys across onboarding, engagement, renewal, reactivation and loyalty
- Lead audience segmentation and personalised communications, partnering with our internal creative studio to deliver high-quality, insight-led content that maximises relevance and performance
- Implement robust test-and-learn frameworks (A/B and multivariate testing) to continuously improve performance
- Lead the use and optimisation of Bloomreach (our newly implemented platform) to deliver scalable and automated campaigns
- Identify opportunities to leverage AI and advanced personalisation to enhance targeting, content and efficiency
- Partner with senior stakeholders across Product, Data, Tech and Commercial teams to deliver growth initiatives
- Develop clear reporting frameworks and dashboards to track performance and ROI
- Ensure all communications are compliant with regulatory requirements (e.g. ASA, FCA/FSA) and brand standards
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What we’re looking for
- Proven experience in a senior CRM / lifecycle marketing role, with a strong focus on retention and customer engagement
- Experience marketing service-based or subscription products (e.g. insurance, memberships, utilities), with a strong understanding of retention drivers — rather than purely eCommerce/product-led environments
- Expertise in customer journey mapping, segmentation and personalisation
- Experience working closely with creative teams or studios to develop effective, customer-centric marketing content
- Strong hands-on experience with marketing automation platforms (ideally Bloomreach)
- Demonstrable success in reducing churn and driving upsell/cross-sell performance
- Deep understanding of email, SMS, push notification and digital engagement strategies
- Strong analytical mindset with experience in campaign performance, attribution and optimisation
- Excellent stakeholder management skills, with the ability to influence at senior level
As a Senior Marketing Manager at 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.
- 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.
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Why 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
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.
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