Retention Consultant

Santam Insurance; Johannesburg; On-site; ZAR 250,000 - 380,000; Full time

Job summary

Santam Insurance is looking for a Retention Consultant based in Rosebank, Gauteng to proactively retain customers across micro-insurance products, reducing churn and maximizing customer lifetime value through data-driven engagement.

You will support expansion into new product categories within the MultiChoice ecosystem, ensuring personalised experiences and strong customer relationships, while collaborating with sales and product teams to drive improvements.

Qualifications

• Matric (Grade 12) is required.
• Tertiary qualification in Business, Marketing or Insurance preferred.
• Minimum 2 years’ experience in customer retention, insurance or subscription services.
• FAIS compliance advantageous.

Responsibilities

• Identify at risk customers using behavioural and transactional data.
• Proactively engage customers through calls, emails and digital channels to resolve issues and prevent cancellations.
• Maintain deep understanding of existing products and cross-selling opportunities within the ecosystem.
• Build strong relationships and deliver personalised experiences to improve retention.
• Use analytics tools to track retention metrics and measure campaign effectiveness.
• Collaborate with sales, product development and customer service to align retention initiatives.

Skills

Communication

Negotiation

Team collaboration

Adaptability

Micro-insurance knowledge

Customer-centric mindset

Retention tools

Customer data analytics

Education

Matric (Grade 12)

Business/Marketing/Insurance degree

Job description

Who are we?

Santam is the market leader in the general insurance industry in Southern Africa. We are a large, diversified, expanding and transforming company and whilst based in South Africa, we are rapidly moving into a number of emerging markets, both in Africa and Asia. Our success is rooted in our passion for our clients and everything we do is centred on our delivery of Insurance Good and Proper.

Position Overview

NMS Insurance Services has a role for a Retention Consultant to be based in Rosebank, Gauteng. The consultant will be responsible to proactively retain customers across micro-insurance products, thereby reducing customer churn and maximising customer lifetime value across micro-insurance products, including life products (e.g., funeral cover, subscription waiver for DStv customers) and non-life products (e.g., device insurance). The role also ensures customer satisfaction and drives upsell opportunities through data-driven engagement.

Further to above the role will also support expansion into new product categories designed for the MultiChoice ecosystem, ensuring customers remain engaged and satisfied through personalised retention strategies.

Remuneration: Basic + Commission

What will you do?

Customer Retention and Churn Prevention

• Identify at risk customers using behavioural and transactional data such as missed payments and reduced engagement.
• Proactively engage customers through calls, emails and digital channels to resolve issues and prevent cancellations.

Product Knowledge and Upselling

• Maintain deep understanding of existing products and upcoming offerings within the MultiChoice ecosystem.
• Identify opportunities for cross selling and upselling additional insurance products aligned with customer needs.

Customer Engagement and Relationship Management

• Build strong relationships with customers to enhance trust and loyalty.
• Deliver personalised experiences and solutions to improve satisfaction and retention.

Data Analysis and Reporting

• Use analytics tools to track retention metrics, identify trends and measure campaign effectiveness.
• Provide insights to management for continuous improvement of retention strategies.

Collaboration

• Work closely with sales, product development, and customer service teams to align retention initiatives with business goals.
• Share customer feedback with product teams to inform enhancements and new product development.

Qualification And Experience

• Matric (Grade 12) required.
• Tertiary qualification in Business, Marketing or Insurance preferred.
• Minimum 2 years’ experience in customer retention, insurance or subscription services.
• FAIS Compliance advantageous.

Knowledge And Skills

• Strong communication and negotiation skills.
• Collaboration within the team
• Adaptability, i.e. able to adjust approach based on customer profile, or responds well to changing priorities
• Knowledge of micro-insurance products
• Customer-centric approach with problem-solving ability
• Familiarity with use of Retention tools
• Analytical mindset with ability to interpret customer data (advantageous)

Success Measures

• Customer Retention rate.
• Reduction in churn percentage.
• Upsell and cross-sell conversion rates.
• Net Promotor Scores (NPS)
• Customer Lifetime Value (CLV)

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers.

Our commitment to transformation

Santam is the market leader in the general insurance industry in Southern Africa. As a large, diversified, and expanding company, we are committed to transformation and growth. While our headquarters are in South Africa, we are rapidly extending our presence into emerging markets across Africa and Asia.

With a client base of over 1 million policyholders, Santam serves individuals, commercial enterprises, specialist business owners, and institutions—including 80 of the Top 100 companies listed on the JSE. Our commitment to Insurance, Good and Proper goes beyond just providing cover—we offer peace of mind, ensuring our clients can focus on living in the moment, not worrying about the unexpected. Because at Santam, we believe the freedom to seize every day is worth protecting.

People drive our business, and we are committed to attracting the best talent, whether for permanent roles or short-term opportunities.

Santam is committed to diversity, inclusion, and belonging. As an equal opportunity employer, we encourage applications from candidates of all backgrounds, including persons with disabilities. We are dedicated to neuro‑inclusivity and fostering a workplace where everyone can thrive.

The Sanlam Group

The Sanlam Group is committed to achieving transformation and embraces diversity. This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa. The Group's Employment Equity plan and targets will be considered as part of the selection process.