CRM and Retention Manager

About the role

The CRM and Retention Manager will report to the Marketing Director and lead the development and execution of an integrated, on‑brand communication and retention strategy for Kia Finance in the United Kingdom. The role aims to maximise the contribution of existing customers to new‑car sales through data‑driven loyalty initiatives.

Key responsibilities

• Align retention strategy with HCUK objectives and champion customer loyalty across the organisation.
• Contribute to the annual activity plan, manage budget, and monitor costs.
• Build and maintain collaborative relationships with Kia UK, HCUK, SCUK, Kia Europe, Hyundai Capital Europe, HCS Korea and the wider franchise network.
• Design optimal CRM contact points and content (mail, email, SMS) using the HCUK lead management platform.
• Analyse, develop and present KPIs and management information on retention, early settlement, product migration and power‑train migration.
• Develop and launch tactical lead‑focused campaigns in partnership with OEMs, supporting new vehicle launches and alternative‑fuel vehicle migration.
• Manage third‑party supplier relationships, oversee system development road‑maps and ensure compliance with HCUK policies.

Required profile

• Proven experience in developing and delivering retention or loyalty strategies within a financial or automotive environment.
• Strong stakeholder management skills across multiple internal and external partners.
• Ability to work with data and empirical evidence to support strategic decisions.
• Experience in budgeting, planning and KPI reporting.
• Knowledge of CRM platforms and lead management processes.

Required skills