Retentions Team Manager

About Prime SA

At Prime we aim to reshape the motor vehicle insurance industry by providing the best possible insurance, delivered with humanity, simplicity and compassion. Our Retentions Department is all about fostering strong relationships with new and existing clients, allowing them to feel valued and supported and seeking to uphold their loyalty.

The Role

This position reports to the Head of Retentions and is based at our offices in Bryanston. We are looking for a leader who will be responsible for the daily operations and insights pertaining to Client Retention. A team of approximately 12 Retention Professionals (client-facing) will report to the successful candidate.

Job Description

Responsible for creating, implementing, and analysing retention activities at all stages of the customer lifecycle to retain customers and maximise customer lifetime value.

Main responsibilities of a Retentions Manager

• Competent at analysis of portfolio movement (cancellations, lapse ratios, persistency ratios, etc.).
• Lead a team of Retention professionals, set clearly defined objectives for each team member, lead and assist them in achieving these objectives.
• Proactively identify and manage potential problems / escalations within the client base with appropriate resolution plans.
• Responsible for the development and implementation of a Retention strategy.
• Act as the link between the value chain (with other departments), and continuously liaise with internal stakeholders to ensure alignment and support to enable the delivery of solutions and manage risk.
• Seek and continuously develop knowledge of our client business to build an understanding of their needs.
• Responsible for maintaining and improving client satisfaction, retention, revenue, and profitability.
• Carry out the performance management; reward and recognition processes for each employee's performance (KPI) and provide feedback to employees on their strengths and development areas.
• Responsible for complaint dealings with clients.
• Analyse and optimise all campaigns on an ongoing basis.
• Perform audits of retention calls when needed.
• Coach, mentor and train staff toward performance improvement and meeting quality standards

Personal attributes and skills

Qualification & Experience

Ready to embark on an exciting career journey with us? Apply now!

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