Product Manager, Retention

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.

The Retention Tribe

Retention is responsible for the profitability of Marshmallow’s active customers. We care about metrics like LTV, retention rate, NPS, products per customer, and average revenue per customer. The tribe includes colleagues from Pricing, Operations, Marketing, CRM, Data, Product, and Engineering. Our ambition is to stand out from the rest of the insurance market as a business that truly values its customers, with distinctive products and unbeatable prices that provide highly defensible ways to build loyalty with customers. As such, the tribe splits its time between investing in major new 0-to-1-style product capabilities, and building leading conversion and retention journeys for our existing products.

What you’ll be doing

• Define objectives and metrics for your team and measure how these improve over time
• Use qualitative & quantitative data to make product decisions and work alongside research & design to inform decision making
• Prioritise work to make sure your team is working on the most impactful projects, mitigating any risks to delivery and resolving prioritisation conflicts
• Working closely with your team to build best practice processes, ensuring feature requirements and documentation result in clarity of everyone involved
• Proactively building and leveraging strong stakeholder relationships, managing expectations of impact/delivery, stakeholder dependencies, comms and expectations early enough to maintain trust and consistency
• Build a world class customer experience with the clear reward being improved economics for the business

Who you are

• Curious - You don't stop asking questions until you truly understand a topic. Doing your own research does not scare you and you are resourceful to scale rapidly on different topics.
• Customer obsessed - You are passionate about designing and building delightful user experiences that get the job done. You are experienced in identifying behavioural insight from qualitative research. You have the ability to balance business and customer needs
• Problem solver - You have strong business, analytical, and troubleshooting skills. You creatively solve problems by identifying real obstacles and viable solutions.
• A true collaborator - While we know you will have excellent ideas to put forwards, we value a collaborative approach to reach our goals and as such you should be willing and driven to get your team's input, tailoring your communication to technical and/or non-technical audiences
• Product leader - You have the ability to think about the long term vision & strategy while also being detailed when necessary to support the team with execution
• Outcome oriented - You ruthlessly prioritise against objectives, articulate the desired outcome and work collaboratively to create a path to achieve it
• Entrepreneurial - You are self-motivated and proactive. You have a high tolerance for ambiguity, ability to perform under pressure to meet deadlines and willingness to take risks

Perks of the job

• Flexible working - Spend 3 days a week with your team in our new collaborative London office, and own your own working hours. The rest is up to you *If this arrangement doesn’t work, don’t let it hold you back. We’re always open to making reasonable adjustments if this is a barrier to you in any way. Let us know and we’ll talk about our options.
• Competitive bonus scheme - designed to reward and recognise high performance
• Flexible benefits budget - £50 per month to spend on a Ben Mastercard meaning you get your own benefits budget to spend on things you want. Whether that’s subscriptions, night classes (puppy yoga, anyone?), the big shop or a forest of houseplants. Pretty much anything goes.
• Mental wellbeing support – Access therapy and mental health sessions through Oliva
• 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.
• Private health care - Enjoy all the benefits Vitality has to offer, including reduced gym memberships and discounts on smartwatches.
• Medical cash plan - To help you with the costs of dental, optical and physio (plus more!).
• Tech scheme - Get the latest tech for less.
• Plus all the rest; 33 days holiday (including bank holidays), pension, cycle to work scheme, monthly team socials and company-wide socials every month!

Our process

• Initial call with Orla our Talent Acquisition Lead. (30 mins)
• An experience/metrics and behaviour interview where you will go into more detail about your recent work. (1 hour, remote)
• A skill-based interview where you will be given a ‘product challenge’ in the interview and work with the interviewers to define a solution. (2 hours, on site)
• A behaviour/values based 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 personal 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 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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