Retention Specialist — Micro-Insurance & Upsell

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

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.