The Retention Manager contributes to Renewal & Persistency performance, generating insight from reporting and identifying risks and opportunities in the renewal plan. A high degree of customer-centricity will be used to ensure initiatives meet both commercial and customer experience objectives. A key member of the team, you will use excellent stakeholder management skills to ensure initiatives are understood, prioritised and deliver to expected outcomes.
What will my role entail?
- Primary support to Renewal & Persistency Lead in understanding performance, identifying meaningful insight, opportunities and actions to improve business outcomes.
- Use of industry, regulatory and technical knowledge to benchmark the renewal plan and maximise esure’s competitive edge
- Work collaboratively across the organisation to eliminate pain points for customers, embodying the company’s values to Fix Insurance for Good.
- Refine customer retention initiatives, prioritising activity and delivery against business and customer value.
- Build working relationships with colleagues at HoD and Team Lead level to ensure that Renewal opportunities are presented with analysis and insight and a business case to ensure they are adequately prioritised in roadmaps.
- Take responsibility for the preparation and presentation of insights at Daily Trading meetings.
- When required, act as deputy to chair weekly Renewal focused meetings when the Renewal & Persistency Lead is unavailable.
- Act as a contributing member of working groups and play a supporting role to Product Leads in the QBR process.
- Lead and manage select roadmap activities across functional working groups.
- Management of suppliers to deliver customer portal UX optimisation
You are a good fit for the role if you have the following…
- A passion for doing the right thing for customers
- Ability to use storytelling to translate complex data into meaningful insight
- Extensive knowledge of customer retention strategies
- Experience in building digital first customer experiences
- Experience in insurance, financial and utility industries (although not essential)
- Proven stakeholder management experience
- Proven delivery experience leading to target commercial and customer outcomes
- Self-motivation and ability to generate and drive your own workload and priorities
We’d also like to hear if you have…
- Proposition design experience
- Experience in subscription-based products
- Worked with Agile framework and have sound capability in using Jira & Confluence
We’ll help you gain…
- Insurance experience if you don’t yet have it
- Understanding of the regulatory landscape and how this impacts our plans
This is your opportunity to be at the forefront of our game-changing journey and be part of something truly special! And to top it off, here are some perks to life at esure…
- A competitive salary that recognises your skills and potential
- A bonus scheme that celebrates your contribution to esure’s success
- Discounts on our insurance products, for you and your family
- 25 days annual leave, plus 8 flex days to be taken as and when suits you
- Benefits just for you: our hub – My Benefits Box – is loaded with perks to choose from, so you can build a personal toolkit to support your health, wellbeing, lifestyle, and finances.
- Grow your career with us: whatever your goals, we’ll support you with hands-on training, mentoring, a LinkedIn Learning licence, access to our exclusive Academies, regular career conversations, and expert partner resources from the likes of Women in Data and Women in Tech.
- Join our communities: our networks give you the chance to connect, learn and share with like-minded colleagues across the business – for work and play. So, it’s no surprise our people consistently rate ‘making friends at work’ one of the highest scorers in our colleague engagement survey
- More flexibility for you: we’re a proud supporter of the ABI’s Make Flexible Work campaign and welcome you to ask about the flexibility you need. Our hybrid working approach also puts you in the driving seat of how and where you do your best work.
- Live a healthy lifestyle: we offer lots of support, so you feel like the best version of yourself – like specialist advice through our employee assistance programme, wellbeing classes, access to the My Health Advantage app, our Big Team Challenge, and learning sessions on topics like menopause.
- A helping hand to do your bit for a greener and safer world: driving good in the world couldn’t be more important to us. That’s why we encourage colleagues to use volunteering days to support their local communities and have lots of initiatives to help you live a greener lifestyle.
- Everyday appreciation: praise from your colleagues means the world! Our social recognition tool makes it easy to give colleagues the praise they deserve, and you could even be shortlisted for a company-wide ACE Award.
We understand some people may not apply for jobs unless they tick every box. If you are excited about joining us and think you have some of what we are looking for, even if you’re not 100% sure we would love to hear from you.
