Senior Customer Relationship Manager - Insurance Fraud Bureau

Job Details: Senior Customer Relationship Manager - Insurance Fraud Bureau

Full details of the job.

Vacancy Name: Senior Customer Relationship Manager - Insurance Fraud Bureau

Employment Type: Full-Time

Location: Milton Keynes

Job Role: The Insurance Fraud Bureau (IFB), established in 2006, is a not-for-profit organization leading the insurance industry's fight against fraud. We serve as a central hub for sharing fraud data and intelligence, leveraging our unique position and access to data to detect and disrupt organized fraud networks.

We are seeking an IFB Senior Relationship Manager responsible for managing member relationships, ensuring satisfaction, and fostering growth. The role involves strategic planning, member engagement, and developing solutions tailored to membership needs. As a key leader, manage a team to inform and engage customers, understanding their strategies to inform our engagement plans.

1. Develop and implement a Member Relationship Management strategy supporting IFB's sustainability and growth.
2. Maintain relationships with members to ensure satisfaction and retention, acting on feedback through appropriate solutions.
3. Proactively discuss future services and products with clients and stakeholders to ensure ongoing value.
4. Collaborate with teams on communication, product development, marketing, and events to enhance engagement.
5. Manage a team of relationship managers supporting IFB members.
6. Oversee the IFB membership levy process and related KPIs.
7. Monitor and address membership risks.
8. Present key membership insights to members, stakeholders, and the Board.
9. Support the CRM team in strategizing yearly engagement plans.
10. Assist in deploying and embedding a customer-centric culture and CRM tools.
11. Act as an escalation point for unresolved member issues and deputize for senior management as needed.
12. Travel across the UK is required.

Qualifications and Skills

• Proven experience in member/customer relationship management, including managing difficult conversations.
• Strong communication and interpersonal skills.
• Ability to think strategically and manage at-risk accounts.
• Experience managing and developing a CRM team.
• Excellent problem-solving skills and attention to detail.
• Commercially astute with a track record of meeting KPIs.

Essential Experience

• Experience in a member/customer relationship management role, handling difficult conversations.
• Strategic planning and account management skills.
• Leadership in CRM team management.

Desired Experience

• Knowledge of the Insurance Fraud Bureau and its membership.
• Insurance industry insights and understanding of key issues.
• Experience in not-for-profit organizations.

Salary: £70,000 per annum

Grade: 13

Hours: 35 hours/week (Monday - Friday)

Benefits: IT kit, £320 start-up allowance, hybrid working, pension, life assurance, incentive schemes, holidays, and more.

We foster an inclusive workplace where everyone can be their authentic selves. We welcome applications from all backgrounds. If you're ambitious, love challenges, and want to make a difference, we want to hear from you.