Customer Service Growth & Retention Lead (Hybrid)

Munich Reinsurance America, Inc; Amelia (OH); Hybrid; USD 85,000 - 110,000; Full time

Benefits offered by this job

Health insurance - PPO or HDHP

Prescription drug coverage

Vision and dental insurance

Short and Long Term Disability

Life and AD&D plans

Voluntary Benefit plans

401k with employer match

Paid time off 24 days+ anniversaries

Bonus eligibility

Wellness programs

Hybrid work environment

On-site cafeteria

We Proudly Serve coffee shop

On-site fitness/walking trails

On-site wellness center

Dependent care benefits

Job summary

American Modern Insurance Group, Inc., a Munich Re company, is seeking a Customer Service Manager, Growth and Retention to shape a new operating model within Customer Service. You will lead strategies to strengthen customer retention, support policy growth, and align Customer Service with Sales and CX.

This role drives growth beyond traditional service delivery, expanding customer value and business performance, with Atlas and other CX enhancements guiding the effort.

Qualifications

• Bachelor's degree or active pursuit of a bachelor's degree.
• Property & casualty insurance experience with a license or ability to obtain license in all 50 states.
• Three+ years of supervisory or people leadership experience.
• Experience hiring, coaching, mentoring and developing staff.
• Strong leadership, communication, presentation, interpersonal and business-writing skills.
• Analytical, problem-solving, organizational and time-management abilities.
• Proficiency with Microsoft Office and ability to learn new systems.
• Ability to lead change, promote innovation and drive results.

Responsibilities

• Develop and execute growth, sales and retention strategy with Sales and CX leadership.
• Act as liaison between Customer Service and Sales for engagement, retention and growth.
• Lead readiness and enablement initiatives supporting Atlas roadmap.
• Oversee Concierge Box and identify opportunities to increase customer value and retention.
• Partner with Legal and Compliance on customer-focused growth strategies.

Skills

Leadership

Communication

Business writing

Interpersonal skills

Analytical thinking

Problem solving

Time management

Presentations

Change leadership

Learning new systems

Education

Bachelor's degree

Tools

Microsoft Office

CRM systems

Job description

American Modern Insurance Group, Inc., a Munich Re company, is seeking a Customer Service Manager, Growth and Retention to shape a new operating model within Customer Service. You will lead strategies to strengthen customer retention, support policy growth, and align Customer Service with Sales and CX.

This role drives growth beyond traditional service delivery, expanding customer value and business performance, with Atlas and other CX enhancements guiding the effort.