Customer Value & Retention Lead (Life & Savings)

Nationale Nederlanden Vida Compañía De Seguros Y Reaseguros S.A.E.; Alcobendas; On-site; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Continuous development

Meaningful impact

Work-life balance

Job summary

NN Spain is seeking a strategic leader to shape the customer value and retention strategy for its Life & Savings portfolio. You’ll own initiatives to grow lifetime value, improve retention and drive sustainable business results across thousands of customers, influencing how the business evolves in coming years.

You’ll collaborate with Commercial, Marketing, Digital, Data and international stakeholders, while English is part of daily collaboration.

Responsibilities

• Define customer value and retention strategies that support long-term portfolio growth.
• Identify opportunities through customer analytics, segmentation and portfolio performance analysis.
• Drive retention initiatives by understanding customer behaviours, needs and key drivers of churn.
• Collaborate with Commercial, Marketing, Digital and Data teams to translate strategy into action.
• Monitor performance indicators and business outcomes, continuously optimising initiatives to maximise impact.

Job description

Shape the strategy behind customer growth, retention and long-term value If you're looking for a role where your ideas won't sit in a PowerPoint deck, this is the opportunity to make a visible impact. You'll take ownership of the customer value and retention strategy for our Life & Savings portfolio, identifying opportunities to grow customer relationships, improve retention and drive sustainable business results. Your work will directly influence how we engage with thousands of customers and how the business evolves in the years ahead. At NN Spain, you'll find more than a new challenge. You'll join a company where people are trusted to take ownership, where learning never stops and where flexibility is part of everyday life. We're proud of our purpose, our collaborative culture and our commitment to helping people take care of what matters most. Here, you'll have the support, autonomy and international exposure to keep growing while making a real difference.

What makes this opportunity worth exploring?

Own strategic decisions that matter: You'll play a key role in defining how we grow, retain and create value across our customer portfolio. The insights and recommendations you bring will influence business priorities and commercial performance. Enjoy autonomy and real ownership: This is not a role built around execution alone. You'll have the freedom to challenge assumptions, identify opportunities and shape initiatives from idea to implementation. Work across the business: You'll collaborate with Commercial, Marketing, Digital, Data, Customer Experience and international stakeholders, giving you a unique view of how the business works and how decisions translate into results. Develop your international profile: You'll work in an international environment where English is part of everyday collaboration, opening the door to broader exposure and future career opportunities. Grow your career without losing the hands‑on element: If you enjoy combining strategic thinking with practical business impact, you'll find the right balance here. This role can naturally evolve toward broader Customer Value, Portfolio Management or Leadership positions. Flexibility built on trust: We believe great work happens when people have the flexibility to perform at their best. You'll find a modern work environment that supports both professional growth and personal wellbeing.

Questions you might be asking yourself

"Will I manage a team?" No. This role is about leadership through influence rather than people management. Your success will come from your ability to align stakeholders, build credibility and drive action across different teams. "How strategic is the role?" Very strategic, but not disconnected from execution. You'll define priorities and frameworks while making sure initiatives move forward and deliver measurable outcomes. "Do I need insurance experience?" Yes. Experience within insurance is highly valuable, particularly if you've worked in Life, Savings, Customer Value, Portfolio Management, Retention or Commercial Strategy. The business context is complex, and we want you to be able to contribute from day one. "Will I spend most of my time analysing data?" Data is an important part of the role, but the real value comes from transforming insights into business decisions, commercial actions and customer outcomes.

What will help you succeed in this role? You have experience driving retention, customer value or portfolio strategies: you'll quickly add value because you'll understand how to identify growth opportunities, improve customer retention and balance customer needs with business objectives. You understand Life & Savings products and the insurance industry this knowledge will help you connect the dots faster, challenge the status quo and build effective solutions in a highly specialised environment. You are comfortable working with business performance and P&L dynamics: you'll be assessing opportunities through both a customer and financial lens, making commercial judgement an important part of the role. You know how to turn data into action: you're confident using customer insights, segmentation, portfolio analysis and performance metrics to guide decisions and prioritise initiatives. You thrive in complex stakeholder environments: you'll work closely with multiple teams, so being able to influence, communicate and build alignment is essential for success. You have excellent communication skills in English: as part of an international organisation, you'll collaborate with colleagues and stakeholders across different markets and functions. Experience in insurance, banking or strategy consulting is particularly relevant: you've likely been involved in growth, customer value, retention, commercial transformation or strategic projects and understand how to navigate fast-changing business environments.

Your mission

Your mission will be to define and drive the customer value and retention strategy for NN Spain's Life & Savings portfolio. You'll identify opportunities to increase customer lifetime value, improve retention and create sustainable growth, connecting customer insights, commercial priorities and business performance into a coherent strategic roadmap. In short, you'll help ensure that customers stay longer, engage more and receive greater value from their relationship with NN.

What will you be doing?

• Define customer value and retention strategies that support long-term portfolio growth.
• Identify opportunities through customer analytics, segmentation and portfolio performance analysis.
• Drive retention initiatives by understanding customer behaviours, needs and key drivers of churn.
• Collaborate with Commercial, Marketing, Digital and Data teams to translate strategy into action.
• Monitor performance indicators and business outcomes, continuously optimising initiatives to maximise impact.

Ready to make an impact? If you're excited by the idea of combining customer strategy, commercial thinking and data-driven decision making in a role with real visibility and influence, we'd love to hear from you.

In Nationale-Nederlanden we are committed with diversity. We are proud to be an inclusive organization and we offer equal opportunities, regardless of race, cultural background, gender, gender identity, religion, national origin, age, disability, marital status, and sexual orientation. One of our core values is taking care of our employees so they can give their best within a respectful environment.

NN Netherlands is the head office of NN Group, a financial services group with over 180 years of history, helping people care for what matters most to them.

We are committed to the financial, physical, and mental well-being of our colleagues and customers – through our products, services, and meaningful advice.

Benefits of working for NN Group Netherlands

• Continuous development – Your career progression matters. We support you with a wide range of learning opportunities and a generous training budget to help you reach your full potential.
• Meaningful impact – At NN, we invest our time and expertise in making a meaningful difference – for people and the planet. Purpose-driven work is part of our DNA.
• Work-life balance – Vitality is key. Our diverse health and well‑being offerings help you stay energised and balanced, both at work and beyond.

Diversity & Inclusion

Our approach to diversity and inclusion is simple. It is about embracing everyone. Our networks play a crucial role in achieving our D&I goals. They aim for meaningful change and create many opportunities to engage, connect and support colleagues. Everyone at NN can take an active part in multiple networks including NN Pride, NN Cultural Diversity Network, NN Young Professionals, Woman in Leadership Network and NN Neurodiversity network.

Top Employer

We are proud to be certified as a Top Employer for the 15th year in a row in 2026. The Top Employers Institute certificate recognizes organizations that consciously choose to put their employees first.