Head of Customer Insight and Activation

Chill Insurance (part of TRG Group) is currently looking for a Head of Customer Insight and Activation. The Head of Customer Intelligence & Activation will lead the strategic activation of TRG's new behavioural segmentation model, embedding data driven customer understanding at the heart of acquisition, retention, and cross sell activity. The role will bridge strategy, insight, and marketing execution, translating segmentation outputs into actionable customer strategies to ensure TRG evolves from a product and price led model to one driven by customer value, behaviour, and lifecycle engagement.

KEY RESPONSIBILITIES Strategic Leadership

• Lead the activation roadmap for TRG's behavioural segmentation programme, ensuring it delivers measurable commercial value.
• Translate segmentation outputs into actionable strategies for acquisition, retention, and cross sell.
• Advise the CMO and Executive Team on implications for customer strategy, investment, and capability development.
• Define and embed key customer value metrics (e.g. LTV, churn, retention uplift, segment profitability).
• Champion data driven decision making and customer centric growth across the organisation.

Customer Intelligence & Insight Activation

• Partner with external data consultancy to refine segmentation and validate insights.
• Develop robust segment profiles, behavioural journey maps, and value driver analysis.
• Identify triggers, events, and levers that influence customer value and retention.
• Create and socialise playbooks that translate segmentation into marketing and proposition strategies.

Customer Contact & Lifecycle Strategy

• Develop TRG's segmented customer contact and lifecycle management strategy.
• Define customer journeys, messaging frameworks, and testing methodologies.
• Oversee collaboration with CRM, Marketing Automation, and Data teams to ensure seamless execution and measurement.
• Build and prioritise a pipeline of test and learn initiatives to continuously optimise engagement and outcomes.

Organisational Enablement & Capability Building

• Support the design of operating models, data flows, and processes needed to embed segmentation in BAU.
• Coach and develop cross functional teams to build capability in insight driven planning and measurement.
• Foster a culture of experimentation, collaboration, and customer led growth.

Governance, Reporting & Communication

• Define and monitor KPIs for customer intelligence and activation performance. Establish performance dashboards linking customer behaviour to financial outcomes.
• Build capability in performance reporting, campaign measurement, and LTV modelling. Regularly report outcomes, insights, and recommendations to the CMO, Executive Team, and Board.
• Act as the primary liaison between Marketing, Data, Technology, and external partners on all segmentation related initiatives.

EXPERIENCE & QUALIFICATIONS Essential

• 10+ years of experience in customer strategy, data driven marketing, or CRM leadership roles.
• Proven success in translating segmentation and behavioural insight into measurable commercial impact.
• Strong commercial and analytical acumen; able to link customer behaviour to financial outcomes.
• Experience managing third party data, analytics, or consultancy partnerships.
• Deep understanding of lifecycle management, LTV, churn, and customer value optimisation.
• Track record leading or supporting digital and data transformation programmes.
• Familiarity with CRM and marketing automation platforms.
• Exceptional communication, stakeholder management, and influencing skills.

Desirable

• Experience in financial services, insurance, or subscription based business models.
• Exposure to data science and predictive modelling concepts (propensity, next best action).
• Degree in Marketing, Business, Data Analytics, or related discipline; postgraduate qualification desirable.

Why join us?

• Play a pivotal role in shaping the marketing strategy of a growing and dynamic organisation.
• Lead and mentor a high performing team, fostering innovation, analytical rigor, and professional growth.
• Work closely with the executive team and cross functional leaders in a culture that values transparency, collaboration, and continuous improvement.
• Competitive salary.
• Hybrid working model between remote and a convenient location in Sandyford Industrial Estate.
• Modern office space with excellent facilities and unlimited tea and coffee.
• Great staff sports & social events.
• Employee wellness initiatives.
• Cycle to Work Scheme.
• Graduated holiday leave entitlement capped at 24 days annually.
• Personal development and training programmes that align with role, business objectives and wider industry developments.