Retention Consultant

Sanlam; Johannesburg; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading financial services group in Johannesburg is seeking a Retention Consultant to enhance customer engagement and retention across micro-insurance products. The role involves proactive customer engagement, relationship management, and data analysis to track retention metrics. Candidates should have at least 2 years of experience in customer retention or related fields, with strong communication skills and a good understanding of micro-insurance products being advantageous. This is an opportunity to join a dynamic team committed to financial inclusion and personal development.

Qualifications

• Minimum 2 years experience in customer retention, insurance or subscription services.
• Knowledge of micro-insurance products is required.
• Familiarity with the use of retention tools.

Responsibilities

• Engage customers to reduce churn and maximize lifetime value.
• Build strong relationships with customers to enhance trust.
• Use analytics tools to track retention metrics and provide insights.

Skills

Strong communication skills

Negotiation skills

Adaptability

Analytical mindset

Understanding of micro-insurance products

Education

Matric (Grade 12)

Tertiary qualification in Business, Marketing or Insurance

Tools

Retention tools

Job description

Who are we?

Sanlam Fintech is a newly established digital first business within the Sanlam Group on a mission to democratize financial advice and solutions for everyone across the African continent. We exist to pioneer inclusive financial confidence helping people build strong foundations to bridge the gap in generational wealth. Our culture us that of agility and constant deployment, we believe in learning fast, learning cheap and learning forward. Our aim is to provide a work environment where knowledge workers can accelerate the development of their ideas and bring innovation to market, at the same time provide compelling career and development proposition that will enable them to realize their dreams.

Position Overview

The Retention Consultant is responsible for proactively retaining customers across micro insurance products to reduce churn and maximise customer lifetime value. This includes life products such as funeral cover and the DStv subscription waiver, as well as nonlife products like device insurance. It also supports the rollout of new product categories within the MultiChoice ecosystem, ensuring customers remain engaged and satisfied through personalised rete.ntion strategies

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.

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.

• FAISComplianceadvantageous.

What will make you successful in this role?

• Strong communication and negotiation skills.
• Adaptability that is able to adjust approach based on customer profile or responds well to changing priorities.
• Knowledge of micro-insurance products.
• Familiarity with use of Retention tools.
• Analytical mindset with ability to interpret customer data (advantageous).

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping our employees to realise their worth. Through its five business clusters – Sanlam Fintech, Sanlam Life and Savings, Sanlam Investment Group, Sanlam Allianz, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

• Being resilient - Contributing strategically
• Collaborates - Contributing strategically
• Cultivates innovation - Contributing strategically
• Customer focus - Contributing strategically
• Drives results - Contributing strategically

Our commitment to transformation

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.