Individual Retention Manager

AXA UK; Tunbridge Wells; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A multinational insurance company is seeking an experienced Individual Retention Manager to drive customer retention goals across its UK and EU operations. The role involves managing renewal strategies, leading the sales team, and ensuring regulatory compliance. Candidates should have in-depth market knowledge, strong broker relationships, and proven expertise in retention strategies. This position offers a competitive salary and a generous benefits package, including a retirement plan and healthcare coverage.

Benefits

Competitive annual salary

Annual performance-based bonus

Contributory pension scheme (up to 12% employer contributions)

Life Assurance (up to 10x annual salary)

Private medical cover

28 days annual leave plus Bank Holidays

Opportunity to buy or sell up to 5 days leave

Wellbeing services & resources

AXA employee discounts

Qualifications

• In-depth knowledge of the Individual IPMI market and current industry trends.
• Demonstrated expertise in customer retention strategies and measurable loyalty outcomes.
• Experienced people manager with practical knowledge of HR policies, coaching, and performance development.

Responsibilities

• Own and deliver Individual Customer Retention targets for AGH-UK & AGH-EU.
• Craft Direct Renewals strategy for individual customers.
• Lead and nurture the UK sales team through recruitment and coaching.

Skills

Knowledge of Individual IPMI market

Strong broker relationships

Customer retention strategies

People management skills

Communication skills

Job description

AXA - Global Healthcare is seeking an experienced Individual Retention Manager to own and drive Intermediary and Direct Individual customer retention targets across the AGH Group of companies in the UK and EU. You’ll define, manage, and implement a robust renewal strategy across Intermediary and Direct channels to grow the individual book, while taking responsibility for process, people, and governance. This role includes direct line management of the UK Direct sales consultant, with indirect management of the Broker and EU sales resource, and encompasses recruitment, training, coaching, development, and ensuring quality adherence across the organisation.

At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You'll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means either attendance at one of our office locations, visiting clients or attending industry events.

What you’ll be doing:

• Own and deliver Individual Customer Retention targets for AGH-UK & AGH-EU, driving accountable performance against plan.
• Craft Direct Renewals strategy for individual customers and implement to grow the portfolio.
• Design Intermediary Renewals strategy for individuals and oversee its execution across intermediary channels.
• Lead and nurture the UK sales team (collaborating with EU) through recruitment, coaching, performance management, and quality adherence.
• Own the Renewal process and sales lifecycle: optimise processes, ensure FCA/regulatory compliance and alignment with AGH commercial and underwriting guidelines.
• Manage retention sales leads and conversions across UK & EU including budget owner for Retention.

Due to the number of applications we expect to receive for this role, we reserve the right to close this advert earlier than the listed closing date to ensure we’re able to effectively manage interest.

We know that some candidates may be discouraged from applying if they don't meet every requirement. If you’re excited by this job and the prospect of working at AXA but you’re not sure you tick every box, we’d still encourage you to apply.

What you’ll bring:

• In-depth knowledge of the Individual IPMI market and current industry trends to inform strategy.
• Strong broker relationships and awareness of key Intermediaries to drive collaboration and renewal opportunities.
• Demonstrated expertise in customer retention strategies and measurable loyalty outcomes.
• Thorough understanding of the AGH Individual proposition and how it delivers value to customers.
• Experienced people manager with practical knowledge of HR policies, coaching, and performance development.
• Customer‑centric mindset with a proven track record of delivering results and exceeding expectations.
• Collaborative team player capable of working cross‑functionally across the business and across multiple projects.
• Effective communicator across all levels, with knowledge of AXA Global Healthcare processes, systems, and products, plus self‑motivation and a commitment to ongoing development.

As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.

What we offer:

At AXA UK, we’re appreciative of the people who work for us and our rewards package is reviewed regularly to reflect that. You can expect to receive:

• Competitive annual salary
• Annual performance‑based bonus
• Contributory pension scheme (up to 12% employer contributions)
• Life Assurance (up to 10 x annual salary)
• Private medical cover
• 28 days annual leave plus Bank Holidays
• Opportunity to buy up to 5 extra days leave or sell up to 5 days leave
• Wellbeing services & resources
• AXA employee discounts

Who we are:

Proud to be part of the AXA Group, AXA – Global Healthcare specialise in supporting the healthcare needs of globally mobile citizens, around the world. From a routine medical check up to a lengthy hospital stay, individuals and businesses have relied on the global support and protection we offer, for more than 55 years. Today, we support members living in more than 200 countries from our global hubs in the UK, Europe, Asia, India, USA and Middle East.

We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long‑term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. For our support, please send an email to [e-mail].