Retention Strategy Lead – Insurance (40k + Bonus)

Job Advert; Fareham; On-site; GBP 36,000 - 44,000; Full time

Job summary

Job Advert in Fareham, Hampshire is seeking an experienced Retention Specialist/Manager to lead a new customer retention function within a regulated financial services business. You’ll own reducing policy cancellations and improving persistency while protecting existing cover.

Reporting to the director, you will design processes, implement early-warning triggers and measurable improvements in retention. You will collaborate across teams to drive compliant, customer-focused outcomes.

Qualifications

• Proven track record reducing churn in financial services.
• Experience building or implementing a retention process or function.
• Strong telephone manner and objection-handling skills.
• Ability to analyse data, identify trends and turn insights into action.
• Highly organised, self-motivated and capable of independent workload management.
• Experience in regulated environments such as financial services, insurance, telecoms or utilities.

Responsibilities

• Build and implement a retention strategy.
• Monitor at-risk policies and cancellations daily.
• Contact customers by phone, text and email to resolve issues and retain cover.
• Recover missed payments and coordinate policy reinstatements.
• Refer cases requiring new advice to qualified advisers and track outcomes.
• Liaise with providers to resolve payment and underwriting issues.
• Produce weekly reports, identify trends and recommend improvements.
• Maintain accurate CRM records and ensure FCA Consumer Duty compliance.

Skills

Retention experience

Retention process

Telephone manner

Data analysis

Organisation & workload mgmt

Regulated environment experience

Job description

Job Advert in Fareham, Hampshire is seeking an experienced Retention Specialist/Manager to lead a new customer retention function within a regulated financial services business. You’ll own reducing policy cancellations and improving persistency while protecting existing cover.

Reporting to the director, you will design processes, implement early-warning triggers and measurable improvements in retention. You will collaborate across teams to drive compliant, customer-focused outcomes.