Growth & Retention Leader, Customer Service

Munich Re Group; Amelia (OH); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance options (PPO or HDHP)

Vision and dental insurance

Disability coverage (short/long term)

Life and AD&D plans

Voluntary benefits (Accident, Critical

Hospital Indemnity

401k with employer match

Paid time off (24 days + anniversaries

Hybrid work environment

On-site cafeteria and coffee shop

On-site wellness facilities

Wellness center with nurse

Adoption and infertility assistance

Tuition assistance and achievement-bon

Charitable gift matching

Volunteer time off

Job summary

American Modern Insurance Group, Inc. 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 connect Customer Service with Sales and CX.

This role expands Customer Service beyond traditional service delivery, positioning the team as a key driver of customer value and business performance, with Atlas and other CX enhancements underway.

Qualifications

• Bachelor's degree or currently pursuing one.
• Property and casualty insurance experience required.
• Active producer/agent license required; must be able to obtain in all 50 states.
• 3+ years of supervisory or people-management experience.
• Experience hiring, coaching and developing employees.
• Strong leadership, communication, presentation, and business writing skills.
• Strong analytical, problem-solving, and time-management skills.
• Proficiency with Microsoft Office and ability to learn new systems.
• Ability to lead change and drive results while balancing priorities.

Responsibilities

• Develop and execute growth, sales, and retention strategy in partnership with Sales and CX leadership.
• Serve as liaison between Customer Service and Sales, aligning 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.
• Partner with Legal and Compliance to balance growth opportunities with regulatory requirements.
• Build associate capabilities that support consultative customer conversations and retention efforts.
• Advance operational excellence, talent development, and cross-functional initiatives across Customer Service.

Skills

Leadership

Communication

Business writing

Interpersonal skills

Analytical thinking

Time management

Change management

Customer service

Regulatory compliance

Education

Bachelor's degree or pursuing

Tools

Microsoft Office

Job description

American Modern Insurance Group, Inc. 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 connect Customer Service with Sales and CX.

This role expands Customer Service beyond traditional service delivery, positioning the team as a key driver of customer value and business performance, with Atlas and other CX enhancements underway.