Job Description: The role of the Retentions manager will report into Client Solutions: PL Direct: Client Engagement unit. This team is responsible for servicing and retaining existing Direct Personal Lines policyholders by providing an excellent client experience on all interactions. Job Responsibilities: Monitor policy renewal rates and develop tactics to optimise and increase renewal percentages through pro-active communication, value added services and enhancing client satisfaction. Lead and manage retentions advisors and Team Leaders. Providing guidance, training, and support to achieve retention goals Develop, implement and oversee the Direct client retention strategy, including the creation of retentions frameworks and initiatives Gather and analyse client feedback to continuously improve the client experience and client satisfaction. Establish effective communication channels with policyholders to address queries, concerns and promoting policy benefits, with the intent to retain existing clients. Job Requirements: Strong analytical skills with experience in data-driven decision making. Proven experience in client retentions, ideally in short-term insurance industry Excellent communication and negotiation skills Bachelor’s degree in Business, Marketing or related fields Leadership and team management experience.
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