Customer Service Manager, Growth and Retention

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

Customer Service Manager, Growth and Retention

American Modern Insurance Group, Inc., a Munich Re company, is a widely recognized specialty insurance leader that delivers products and services for residential property - such as manufactured homes and specialty dwellings - and the recreational market, including boats, personal watercraft, classic cars, and more. We provide specialty product solutions that cover what the competition often can't. We write admitted products in all 50 states and have a premium volume of $2.2 billion.

Headquartered in Amelia, Ohio, with associates located across the United States, we are part of Munich Re's Global Specialty Insurance division. Our employees have opportunities to grow their careers and make a difference every day in a flexible environment that supports success at work and at home.

American Modern is seeking a Customer Service Manager, Growth and Retention to help shape a new operating model within Customer Service. In this role, you will lead strategies that strengthen customer retention, support policy growth, and connect Customer Service more closely with Sales and Customer Experience (CX). You will help expand Customer Service beyond traditional service delivery and position the organization as an active contributor to customer value and business performance.

This newly created role provides dedicated leadership for growth and retention initiatives that do not currently have focused ownership. With Atlas and other customer experience enhancements underway, you will help maximize customer lifetime value, strengthen cross-functional partnerships, and prepare Customer Service to play a larger role in the company's growth strategy.

What You'll Do

• Develop and execute the Customer Service growth, sales, and retention strategy in partnership with Sales and CX leadership.
• Serve as the primary liaison between Customer Service and Sales, aligning customer engagement, retention, and growth objectives.
• Lead organizational readiness and associate enablement initiatives supporting the Atlas roadmap.
• Oversee the Customer Service Concierge Box and identify opportunities to increase customer value and improve retention outcomes.
• Partner with Legal and Compliance to develop customer-focused growth strategies that balance business opportunities with regulatory requirements.
• Build associate capabilities that support consultative customer conversations, retention efforts, and future growth initiatives.
• Advance operational excellence, talent development, continuous improvement, and cross-functional initiatives across Customer Service.

Required Qualifications

• Bachelor's degree or active pursuit of a bachelor's degree.
• Property and casualty insurance experience. An active insurance producer or agent license is required. Must be able to receive designation within all 50 states.
• Three or more years of supervisory or people-leadership experience.
• Demonstrated experience hiring, coaching, mentoring, and developing employees.
• Strong leadership, communication, presentation, interpersonal, and business-writing skills.
• Strong analytical, problem-solving, critical-thinking, organizational, and time-management skills.
• Proficiency with Microsoft Office applications and the ability to learn new systems.
• Ability to lead change, promote innovation, manage competing priorities, and drive operational results.

We are proud to offer our employees, their domestic partners, and their children, a wide range of insurance benefits:

• Two options for your health insurance plan (PPO or High Deductible)
• Prescription drug coverage (included in your health insurance plan)
• Vision and dental insurance plans
• Short and Long Term Disability coverage
• Supplemental Life and AD&D plans that you can purchase for yourself and dependents (includes spouse/domestic partner and children)
• Voluntary Benefit plans that supplement your health and life insurance plans (Accident, Critical Illness and Hospital Indemnity)

In addition to the above insurance offerings, our employees also enjoy:

• A robust 401k plan with up to a 5% employer match
• A retirement savings plan that is 100% company funded
• Paid time off that begins with 24 days each year, with more days added when you celebrate milestone service anniversaries
• Eligibility to receive a yearly bonus as a Munich Re employee
• A variety of health and wellness programs provided at no cost
• A hybrid environment that gives you a choice in where and how you get work done
• A corporately subsidized on-site cafeteria as well as a We Proudly Serve coffee shop
• An on-site complimentary workout facility as well as walking trails on campus grounds
• On-site wellness center complete with nurse practitioner
• Financial assistance for adoptions and infertility treatment
• Paid time off for eligible family care needs
• Tuition assistance and educational achievement bonuses
• A corporate matching gifts program that further enhances your charitable donation
• Paid time off to volunteer in your community

At American Modern, a subsidiary of Munich Re, we see Diversity and Inclusion as a solution to the challenges and opportunities all around us. Our goal is to foster an inclusive culture and build a workforce that reflects the customers we serve and the communities in which we live and work. We strive to provide a workplace where all of our colleagues feel respected, valued and empowered to achieve their very best every day. We recruit and develop talent with a focus on providing our customers the most innovative products and services.

We are an equal opportunity employer. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.