Customer Loyalty Team Lead

<h3><strong>About Marshmallow</strong></h3><p>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. </p><p>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. </p><p>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.</p><p></p><h3><strong>How we work</strong></h3><p>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. </p><p>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 &amp; Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.</p><p>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 <a href="https://drive.google.com/file/d/1fo0rm3IH6oZpjLqEgPq2Co6y3Nwo0HCo/view?usp=sharing" rel="noopener noreferrer nofollow" target="_blank"><u>culture handbook</u></a> or read our <a href="https://www.marshmallow.com/blog" rel="noopener noreferrer nofollow" target="_blank"><u>blog</u></a> to find out more.</p><h3><strong>Customer Loyalty Operations at Marshmallow 🌟</strong></h3><p>Our Customer Loyalty team exists to help customers renew their policies and remain a valued Marshmallow customer for another year. Newly formed last year, this team is the first point of contact for drivers who have questions about the continuation of their policy, require a different level of cover or simply wish to discuss their policy renewal with us. </p><p></p><h3><strong>Role Description 📖</strong></h3><p>Post our Series B fundraising round, we opened an office in Budapest, Hungary. We are now looking for an outstanding candidate to join as a Lead in our Customer Loyalty Operations team. You will be a core hire into the new Budapest office and be an integral part of our growth there over the coming years.</p><p>As a Lead, you will be responsible for first hiring and then managing the day-to-day operations of a growing team of executives, whilst also helping us iterate our customer-facing and internal processes. We are looking for someone with proven leadership skills who will relish the challenge of working with leaders from across Marshmallow to strengthen and scale our Customer Operations function, setting us up for future growth.</p><p>Working in a startup means that you have to be adaptable and are excited by the prospect of moving fast. This is an opportunity to collaborate with various internal and external stakeholders to set us up for success. Building strong working relationships is important, to ensure that together with our partners we deliver excellent customer service. <em>Please note, due to the nature of this role, some ‘out of hours’ work may be required.</em></p><p>We take  a hybrid approach to work, where we spend at least 2 days a week in our new collaborative Budapest office, which is centrally located. </p><p></p><h3><strong>What you will achieve in your first 12 months at Marshmallow 🤔</strong></h3><ul><li><p>Further build out the customer operations team in Budapest with support from the UK based team</p></li><li><p>Leading the day-to-day operations of a growing team of executives and ensuring we are on track to hit our ambitious KPI targets</p></li><li><p>Managing and coaching team members, and support