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Retention & Loyalty Specialist
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Banking & Consumer Lending


Product Development


Mid level

Application Deadline: Sept. 30, 2021

Location: All locations +4 more

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Contact Person
Josephine Ivstam

Job Description

Do you want to be responsible for leading the important area of retention in the customer journey across the Nordics? This means to find models together with Data & Analytics team to predict churn, define target groups and models for x-sales, anti-churn and win back.

This role is key to increase profitability, improve our customer journeys and create loyal customers. This person needs to actively come up with improvements with Customer Journey Process owner, Netbank owner and other relevant stakeholders to implement effective and necessary measures in relevant channels. Including actively suggest/support/develop and follow up solutions to improve Retention in digital channels.

Close relations with Operations is key and a huge part of the job is to help develop quick and easy processes/decisions to keep, maintain and/or win back customers

Campaign Management is also an essential part of the job description. Deliver on targets in the retention phase of the customer journeys. Improve rigor testing methodology and be involved in planning and executing media plan together with Tactical sales managers and the rest of the Digital marketing team.

Co-responsible for portfolio profitability together with the rest of the Marketing team. Deliver strategy, action plans, cost budget & reporting. Track activities and implement powerful test & learn environment - optimization within Retention in all channels within mandate

Build brand awareness & credibility, and a positive Word of mouth among customers on book, and ex-customers. Ensure holistic operational planning, execution, coordinate and work closely with Marketing team and Data & Analytics team.

The role will also start focusing on building a holistic strategy and a roadmap of planning, building, and eventually implementing a loyalty concept in CRM across the Nordics.


Retention - drive the development of cross Nordic churn prevention programs and build a stronger brand through an improved customer journey.

Loyalty - build a cross Nordic loyalty program that will offer our customers additional value and incentives to remain a customer. Build a stronger brand and an improved customer experience


  • Proven results and experience within the field of Retention management and strategy work around that area
  • Minimum 3 years relevant / project management experience
  • Experience in a sales/marketing related role is an advantage
  • Experience with setting clear requirements internally
  • Experience with insurance products is an advantage
  • Experience with cross-sell processes and strategy work is a clear advantage
Skills & Requirements

Competence & skills

  • A/B testing
  • Budgeting, reporting & forecasting
  • Long & short-term strategic planning
  • Cross sales methodology/strategies
  • Insurance products and features
  • Operations know-how
  • Brand management
  • Customer response handeling


Bachelor/master’s degree is preferred, but relevant experience can be just as good

Personal Characteristics

  • Highly collaborative & service-oriented
  • Ability to adapt & respond quickly & proactively to changing environment
  • Innovative mindset – ability to change the “status quo” to keep & strengthen our competitiveness
  • Interest and curiosity on how to always improve processes to increase sales
  • Interest and curiosity on how we improve customer satisfaction and journey
  • Strongly motivated and interested in new technology when it comes to marketing channels
  • High working capacity and strong motivation for the role
  • Service-minded & excellent collaboration skills
  • High work capacity and strong motivation for the role
  • Team player

What we offer:

  • An opportunity to work in a large, high-performing international company, in a dynamic environment that is constantly changing
  • A corporate culture that is professional and dynamic, yet informal. Bureaucracy is kept to a minimum, as we expect our skilled employees to make long lasting and impactful decisions to shape our future
  • Highly competent, dedicated, and friendly co-workers with strong collaboration across the Nordics

Location: Nordic ( Norway, Denmark, Sweden or Finland)

If you have the right profile and enthusiasm, please submit your application and CV as soon as possible. Applications are considered on an ongoing basis. Any questions? Please contact Dan Michael Georg Fridén, CRM Leader, mail: [email protected]

About the company

Santander Consumer Bank is one of the largest Nordic banks providing loans and credits, credit cards, deposits and insurance to private customers. We are 1,400 colleagues in Sweden, Norway, Denmark and Finland, and we are proud to be part of Banco Santander, one of the largest banks in the world with a solid history going back more than 160 years.

Our purpose is to help people and businesses prosper and we aim to be the best retail and commercial bank, earning the lasting loyalty of our people, customers, shareholders and communities - through simple, personal and fair banking.

In our organization we foster and value an engaged, challenging and passionate environment that provides opportunities for personal and professional growth. We operate in an ever-changing environment, and believe the key to success is involvement, active learning and continuous improvement in our daily work.

We are firmly committed to being a responsible bank in the way we operate, our culture, caring for our environment and giving back to society. Banco Santander is recognized as the most sustainable bank in the world following the publication of the Dow Jones Sustainability Index (DJSI) for 2019.

To learn more about Santander in the Nordics, please visit our local webpages: https://www.santanderconsumer.... https://www.santanderconsumer.... https://santanderconsumer.dk/o... https://www.santanderconsumer....

Read more about responsible banking on our global webpages

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