Retention Commercial Lead

Policy Expert; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading insurance company is seeking a Retention Commercial Manager to define and execute the retention strategy for their UK portfolio. The successful candidate will drive performance improvements and enhance customer experiences. Responsibilities include analyzing customer behavior, monitoring retention metrics, and collaborating with multiple teams. This role offers a hybrid work model, a learning budget, and a commitment to diversity and inclusion in the workplace.

Benefits

Pension matching up to 7%

Learning budget of £1,000 a year

Enhanced maternity & paternity leave

Travel season ticket loan

Access to London O2 events

Qualifications

• Proven experience improving customer retention in UK insurance.
• Comfortable working independently and leading delivery.
• Experience collaborating across Pricing, Operations, and Marketing.

Responsibilities

• Define and deliver the end-to-end retention strategy.
• Monitor and analyze retention performance and customer behavior.
• Optimize the renewal journey across various processes.

Skills

Analytical capability

Strong communication skills

Ability to work with large datasets

Commercial instinct

Curiosity to uncover insights

Education

Experience with analytical tools (e.g., SQL, Python)

Background in regulated financial services

Tools

SQL

Python

Tableau

Advanced Excel

Job description

🚀 Are you ready to transform the insurance industry?

Policy Expert is a forward-thinking business that loves to get things done. Leveraging proprietary technology and smart data, we offer reliable products and a wow customer experience.

Having achieved rapid growth since being founded in 2011, we’ve won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK’s No.1-rated home insurer by Review Centre since 2013. 🏆

We are looking for a highly commercial, analytically strong Retention Commercial Manager to take full ownership of our retention strategy and deliver a step change in performance. This role is ideal for an individual who thrives on autonomy, is comfortable setting their own agenda, and is motivated by creating tangible commercial impact.
You will define the roadmap, lead data‑driven decision making, and work cross‑functionally to improve customer retention, lifetime value, and overall customer experience across our UK insurance portfolio.

Own the Retention Strategy & Roadmap

• Set and deliver the end-to-end retention strategy, ensuring it aligns with commercial, pricing and customer goals.
• Define the retention improvement roadmap and take accountability for execution and measurable performance uplift.
• Proactively identify commercial opportunities to enhance retention, profitability, and customer lifetime value.

Deliver Data‑Driven Insight & Performance Leadership

• Monitor, analyse and explain retention performance, customer behaviour and market trends.
• Build deep insight using internal and external data sources to identify opportunities, diagnose issues and steer action.
• Lead trading/retention performance discussions, presenting clear, insight‑driven recommendations to senior stakeholders.

Shape the Customer Experience

• Optimise the renewal journey across digital, documentation, comms and operational processes.
• Partner with Pricing, Operations, Propositions, Risk and other teams to test, develop and launch initiatives that improve renewal outcomes.

Drive Commercial Impact

• Use data and commercial instinct to make confident decisions in ambiguous or fast‑changing conditions.
• Support the development of price tests, customer interventions and targeted trading actions.
• Ensure initiatives deliver against KPIs including retention rate, loss ratio, risk mix and customer lifetime value.

Cross‑Functional Influence & Leadership

• Act as the business’ subject matter expert for customer retention.
• Bring stakeholders together to align on performance, priorities and actions.
• Communicate complex insight in simple, compelling language to senior leaders.

Who are you:

• Proven experience improving customer retention performance, ideally within UK general insurance.
• Highly numerate with strong analytical capability—comfortable working with large datasets, MI, and complex commercial drivers.
• Ability to derive insight quickly and translate data into actionable initiatives.
• Comfortable working independently, setting your own agenda, and leading delivery without close direction.
• Natural curiosity and a proactive approach to uncovering new insight or opportunities.
• Ability to balance long‑term strategic thinking with hands‑on delivery.
• Commercial instinct to make impactful decisions in uncertain or dynamic trading environments.
• Strong communication and stakeholder management skills, with the ability to challenge, influence and gain buy‑in at senior levels.
• Experience collaborating across Pricing, Operations, Marketing, Risk or Propositions functions.
• Experience with analytical tools (e.g., SQL, Python, Tableau, advanced Excel).
• Understanding of pricing models, customer behaviour dynamics and renewal performance levers.
• Background in regulated financial services environments.

Why This Role Matters

This is a high‑impact role where you will own one of the most critical drivers of growth and profitability, shaping the future of our customer experience and ensuring we deliver exceptional value for customers and the business.

📍 This role will be based in our London office in a 50/50 Hybrid mode.

💸 We match your pension contributions up to 7%

📚 Learning budget of £1,000 a year + Study leave (with encouragement to use it)

😁 Enhanced maternity & paternity

🚉 Travel season ticket loan

🎟️ Access to a wide selection of London O2 events and use of a Private Lounge

What We Stand for and Next Steps

We pride ourselves on being an equal opportunity employer. We treat all applications equally and recruit based solely on an individual’s skills, knowledge, and experience. The quality and growing diversity of our team is a testament to this commitment.

At Policy Expert, we are committed to fostering an inclusive and supportive environment for all candidates. If you require any reasonable adjustments during the interview process to accommodate your needs, please do not hesitate to let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support.

We aim to be in touch within 14 working days of your application – you will be notified if successful or unsuccessful. Please be encouraged to apply even if you do not meet all the requirements.

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