Customer Loyalty Executive (L)

Marshmallow’s Mission 🚀

Definitely not a sweet shop.

We're the tech company making insurance more accessible and more affordable for as many people as possible.

We’re proud of our journey so far. We’ve helped hundreds of thousands of customers get fairer cover, all while polishing a 4.6 star Trustpilot score. But we’re just getting started.

Over the next 2 years, we’re planning to help even more people by launching products and services across different sectors and countries 🚀

If you're looking for a challenge, our next chapter is set to be an exciting one 🙌

How we work

We've created a culture of trust which allows us to work autonomously without fear of failure, to challenge decisions, and be heard. It empowers us to drive our own careers and to move at unparalleled speed. And because we're treading new ground, we're all mastering new skills along the way.

Explore our culture handbook to find out more about life at Marshmallow, or read our blog!

The Customer Loyalty Team

Providing customers with exceptional care is at the heart of everything we do at Marshmallow, so retaining their loyalty is a key driver in the future of our success. The Customer Loyalty Team is here to understand our customers’ needs; ultimately acting as the bridge between customer expectations and our commercial goals.

This is a brand new team which will naturally grow and evolve as our product portfolio expands. The focus of this team will initially be based around renewals, but may progress into other aspects of the customer journey such as cancellations.

By joining a start-up environment, we expect you’ll be excited by the prospect of moving fast and adapting to change. And whilst your main focus will be speaking with customers via Live Chat and email, like all roles at Marshmallow we will encourage you to collaborate with your teammates to find the best solutions and improvements to our processes, setting us up for success.

What you'll be doing

• Speaking with customers via Live Chat whose policies are due to expire
• Exploring whether the customer would like to renew for another year or find insurance with another provider
• Actively guiding and influencing customers to renew their policy
• Promoting the perks of having a policy with Marshmallow (e.g. tech driven app, no lengthy call wait-times)
• Uncovering reasons why the customer is thinking of joining an alternative insurance provider
• Suggesting alternative policy types to make the level of cover more appropriate for the customer
• Recommending add-ons or subtly cross-selling other Marshmallow products
• Identifying key trends and patterns in customer behaviour; feeding this back to relevant internal stakeholders

Requirements

Who You Are

• Motivated, driven, and eager to positively influence commercial aspects of the business, e.g. profit
• You have excellent communication skills (listening, rapport building, negotiation)
• A self starter who is open to experimenting with different ways of working and adapting to change
• You enjoy finding solutions to problems you come across rather than waiting on others to do this for you
• You believe in Marshmallow’s products and mission, and are able to utilise your enthusiasm to positively influence customers
• Eager to take on the challenges that come with a growing business

What We’re Looking for From You

• We are seeking a candidate with a Sales focused background. If you have specifically worked in a Renewals or Retention based role, this would be a huge advantage!
• If you have experience in a digital role involving live chat communication, this is a big plus
• A goal driven mindset and hunger to meet (or even better, exceed!) targets. This will ideally be borne from experience in a Sales based role, but this isn’t essential. Your attitude and enthusiasm are more important than your CV

Benefits

Perks of the job

• Competitive salary 💵
• Flexible remote working 🏠
• Stock options 👩‍👩‍👦‍👦
• Holiday allowance 🏖️
• SZÉP card
• Learning and training 📚
• Budget to help you set up working from home 🕑

Our process

We break it up into 3 stages:

• Initial video call with a member of our Talent team (30 mins)
• A skill-based interview where you will discuss your previous experience with two members of the Customer Operations team (1 hour)
• A culture interview to check that your work style fits our processes and values (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 individual feedback on each application

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 judgment, 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.