About the job 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. 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 culture handbook or read our blog to find out more. 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. We are looking for a Product Manager to join this team and work alongside the Senior PM and Director of Retention on all product problems. This includes policy changes and cancellations and retention metrics. These are key financial flows for Marshmallow, with tens of millions of pounds of revenue impact. The Retention team includes representatives from Product and Engineering, but also Operations and Pricing. The space is complex and multidisciplinary. This role will bring those functions together to deliver great outcomes for customers and for Marshmallow. 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 busi