Senior Product Manager

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 and experience 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 and Underwriting, Operations, Design,CRM, Data Science, Data Analytics, Analytics Engineering, 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 Senior Product Manager to manage mid-policy revenue and retention. This includes policy changes,cancellations, as well as renewals. These are key financial flows for Marshmallow, with tens of millions of pounds of revenue impact.

There are currently 2 teams in the tribe: Renewals and In-Policy experience. The successful candidate will lead one of these teams.The space is complex, multidisciplinary, and actively growing — so additional teams may emerge in the near future.. This role will bring those functions together to deliver great outcomes for customers and for Marshmallow.

What You’ll Be Doing

• Reporting to the Product Director, Retention, you’ll be responsible for post acquisition net revenue (money we make, and money we lose). You’ll build and execute on a strategy to improve performance in this area, agree goals twice-yearly, and report regularly to the Retention Tribe on progress.
• You will build a deep understanding of customer needs, understanding what they need from their Marshmallow insurance in general, and what the root causes of someone seeking to cancel their policy are.
• You will work with the pricing team to ensure we’re pricing mid-policy changes effectively and efficiently.
• You will work with pricing and operations to ensure that where someone is seeking to leave, we have a suite of effective tools to solve their problems.
• You will own the roadmap for the team, using your understanding of customer needs, strategic business priorities and technical complexity to ensure we’re prioritising correctly

Who You Are

• An experienced product manager - you have at least 4 years of direct product management experience, with a track record of high impact. You may have experience coaching or managing product managers, though this is not required.
• In the detail - You are detail oriented and know all the KPIs in your current product like the back of your hand. You use that depth of knowledge to inform your strategy.
• Quantitatively minded - You have a natural talent for numbers. Models and spreadsheets excite you rather than scare you. You’re very comfortable working with SQL or BI tools like Looker, Tableau, etc.. You probably did a quantitative degree or have a background in computer science or data in some way.
• Customer obsessed - You are passionate about designing and building delightful user experiences that get the job done. You are experienced in identifying behavioural insights from qualitative research. You have the ability to balance business and customer needs.
• 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
• A true collaborator - While we know you will have excellent ideas to put forward, 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. You are an excellent written communicator.

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
• 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

We Break It Up Into 4 Stages

• Initial call with a Talent Acquisition Manager (30 mins)
• An experience and behaviour interview where you will go into more detail about your recent work in more detail along with a metrics estimation challenge (1 hour)
• A skill-based interview where you will be given a ‘product challenge’ in the interview and work with the interviewers to define a solution with Faris, our Director of Retention, and another Product Lead (2 hours)
• A culture interview with a senior member of the team 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.