Head of Member Engagement and Strategy

Company:

Mercer

Description:

What can you expect:

Mercer is hiring a commercially minded Head of Member Engagement and Strategy to define and deliver a multi-year communications and member experience strategy for our Defined Contribution pension proposition in Ireland. In this growth-critical role, you will be responsible for designing data-led campaigns, using behavioural insight and compelling storytelling, to increase member engagement, drive digital adoption and support business development.

Reporting to the DC Leadership team, you will shape the future of our member experience offering and be accountable for demonstrating the value our that DC communications brings to our clients and to the sustainable growth of the DC proposition.

We will rely on you to:

• Own and deliver the multi-year communications & engagement strategy for Mercer’s DC proposition in Ireland, aligning activity to business growth targets and member outcomes.
• Devise, run and iterate data-led multi-channel campaigns and behavioural interventions to increase engagement, contribution behaviour and digital adoption.
• Lead end-to-end member experience, including strategy and thinking, moving into narrative and key messaging and then to create execution.  This should be across all touchpoints (onboarding, lifecycle communications, retirement readiness), ensuring a cohesive omni-channel journey.
• Create high-impact pitch materials, proposals and thought leadership to differentiate Mercer — and represent the firm in client pitches, meetings and at external events, articulating our communications philosophy and the expected engagement outcomes.
• Represent Mercer with key clients and consider their specific requirements for their member experience.
• Establish measurement frameworks and reporting to quantify campaign impact and business value. 
• Assess current communications delivery methods, develop and prioritise improvement plans, and lead implementation with internal teams and technology partners to enhance and scale our delivery and automation.
• Oversee compliance review of member communications and ensure all member communications comply with Irish pensions regulations and other applicable Irish regulatory requirements, working closely with Legal and Compliance.   
• Cultivate strong relationships with wider business teams and collaborate on internal initiatives to deliver a consistent, end‑to‑end member journey.

What you need to have:

• 10+ years’ experience in communications, marketing or member/customer engagement.
• Proven track record delivering multi-channel programmes and measurable engagement improvements.   
• Experience in rolling out creative programmes, from strategic thinking to execution. 
• Strong stakeholder and senior client management skills; comfortable presenting to executive audiences.   
• Data-driven mindset with hands-on experience using segmentation and behavioural insights to change member behaviour.   
• Excellent written and verbal communication skills; strong storytelling and content design capability. 
• Strategic and commercial thinker who is delivery oriented.   

What makes you stand out:

• Direct experience of financial services or pensions industry.   
• Experience in digital product/customer journey transformation and analytics platforms.   
• Familiarity with behavioural economics / nudge design approaches.   

Why join our team:

• We are looking for someone with a great attitude and a collaborative spirit who is seeking a visible role where your campaigns and work will directly affect member outcomes, business growth and how Mercer is perceived in the market. This is an excellent position for someone looking to bring their skills to a meaningful, high-impact opportunity,
• To be part of a company with a strong brand, committed to making a difference in people's lives.
• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.
• Mercer is a Certified 'Great Place to Work', June 2025 - June 2026, Best Workplaces and Best Workplaces for Women.

Mercer is a business of Marsh (NYSE: MRSH), a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information about Mercer, visit mercer.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, disability, ethnic origin, family duties, gender orientation or expression, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, Traveller community, or any other characteristic protected by applicable law. We are an equal opportunities employer. We are committed to providing reasonable support to any candidate with a disability/health condition to allow them to fully participate in the recruitment process. We welcome candidates to contact us at [email protected] to discuss any specific needs.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.