Retention Operations Senior Team Lead

About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly. 

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most. 

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

How we work

We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact. 

And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.

Retention Operations Team

Exceptional customer care is at the heart of everything we do at Marshmallow, so retaining their loyalty is a key to our future success. The customer retention team's key mission is to ensure that customers love us and stay with us as long as we can provide the best service possible.

The team speaks to customers at two key lifetime events: policy renewal and when they want to cancel. We are here to problem-solve customers' needs and provide tailored solutions, from negotiating premiums to ensuring the customer has the right level of coverage. This is a growing team which is evolving as our product portfolio expands. The focus of this team is to retain customers & identify any opportunities where we can grow the customer's accounts based on the customer's needs.

What you’ll be doing

• You’ll be collaborating with various internal and external stakeholders such as our Product team (to be aware of the exact offers we have), Pricing (to be aware of the logic behind our pricing strategy), Data Engineering & Analytics (to get all the insights into our performance metrics), Senior Leadership Team (to make sure we are keeping the business up to date around our customer service performance);

• Building strong working relationships to ensure that together with our stakeholders and partners we deliver excellent customer service;

• Managing Team Leads, coaching and supporting them to develop further knowledge and enhance their skills;

• Contributing to strategic goal setting and empowering your team to meet our targets

• Reviewing processes and recommending changes to help us scale more efficiently;

• Reporting on monthly KPIs and metrics; showcasing these to the wider company and identifying opportunities for improvement;

• Running frequent 1:1 sessions with your reports making sure they’re receiving sufficient support and for you to be aware of any achievements and impacts;

• Holding presentations for the senior leadership team and to various stakeholders to present weekly operational performance and to reflect on current state against set targets;

• Utilising volume forecasting to calculate headcount requirements;

• Collaborating with People and Talent teams to hire exceptional people into your team

• You’ll be required to come up with ideas proactively which will support our growth and gaining us efficiency;

• Please note you will be on a flexible contract which requires you to work 40 hours between Monday to Friday where due to the nature of this role, some ‘out of hours’ work may be required.

Who you are

• You have a proven ability to think strategically but are also able to get deep into the detail

• You are adaptable and excited by the prospect of moving fast

• You are organised and can be relied upon to get things done

• You are patient and stay calm under pressure

• You enjoy problem-solving and creating innovative solutions to complex problems

• You enjoy working in a high growth environment and are highly adaptable to change

• You are a self-starter who likes to take ownership

• You truly care about supporting and developing the people you manage

• You’re an out-of-the-box thinker

• You have the ability to operate between hands-on and strategic tasks

• You have brilliant communication skills

What we’re looking for from you

• You have minimum 5 years of customer service experience, ideally in front desk/shared service operations;

• You have a stable technical experience and you’re able to easily learn new processes and products;

• You have a proven commercial experience by working at a company/in a team selling any commercial products for consumers;

• You have experience working together with Product teams;

• You’ve got experience in leading a team with set service levels and ambitious targets;

• You’ve seen first hand what it’s like to be part of, or lead, a team growing quickly

• You’re agile and comfortable in a fast-paced environment

• You’ll bring in your team management experiences

Our Process

We break it up into 3 stages:

• Initial call (Talent team - 30 mins)

• A skill-based interview to discuss previous experiences (VP of Car Insurance - 1 hour)

• A culture interview to discuss values and ways of working (Head of Customer Operations - 1 hour)

We’ll let you know if you’re invited to an interview or not. But, as a small team with a lot of applications to consider, we can’t give personal feedback on each application.

Perks of the job

• Flexi-office working – Spend at least 2 days a week with your team in our Budapest office. The rest is up to you! 🏠

• Learning and development – Personal budgets for books and training courses to help you grow in your role. Plus 2 days a year - on us! - to further your skillset 🤓

• Mental wellbeing support – Access therapy and mental health sessions through Oliva 💚

• Competitive bonus scheme - designed to reward and recognise high performance 🌟

• SZÉP card - Budget to spend on meals, leisure and accommodation 🏝

• Sabbatical Leave - Get a 4-week fully paid sabbatical after being with us for 4 years 🌴

• Work From Anywhere - 4 weeks work from anywhere to use, with no need to come to the office ✈️

• Medicover Blue package - An exclusive pass to top-notch healthcare services

• All You Can Move membership OR Monthly BKK pass - Unleashing your inner fitness guru or having a hassle-free commute - we've got you covered!

Plus a monthly team social budget, bi-weekly office lunches and Office tea, coffee and snacks!

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

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