Retention & Upsell Specialist - Insurance

Sanlam Limited; Rosebank; On-site; ZAR 180,000 - 240,000; Full time

Job summary

Santam in Rosebank, Gauteng, is seeking a Retention Consultant to proactively retain customers across life and non-life micro-insurance products. You will reduce churn, optimize customer lifetime value and drive upsell within the MultiChoice ecosystem. The role emphasizes data-driven engagement and collaboration across teams.

Requirement includes Matric and a minimum of 2 years in customer retention or insurance; FAIS knowledge is advantageous. Remuneration is Basic + Commission.

Qualifications

• Matric (Grade 12) is required.
• Tertiary qualification in Business, Marketing or Insurance is 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 (e.g., missed payments, reduced engagement).
• Proactively engage customers via calls, emails and digital channels to resolve issues and prevent cancellations.
• Maintain deep product knowledge of existing and upcoming MultiChoice ecosystem offerings.
• Identify cross-selling and upselling opportunities aligned with customer needs.
• Build strong relationships to enhance trust and loyalty.
• Deliver personalised experiences to improve satisfaction and retention.
• Use analytics tools to track retention metrics, identify trends and measure campaign effectiveness.
• Provide management with insights for continuous improvement of retention strategies.
• Collaborate with sales, product development and customer service to align retention initiatives with business goals.
• Share customer feedback with product teams to inform enhancements.

Skills

Communication

Teamwork

Adaptability

Micro-insurance

Customer-centric

Retention tools

Data analysis

Education

Matric (Grade 12)

Business/Marketing/Insurance degree

Job description

Santam in Rosebank, Gauteng, is seeking a Retention Consultant to proactively retain customers across life and non-life micro-insurance products. You will reduce churn, optimize customer lifetime value and drive upsell within the MultiChoice ecosystem. The role emphasizes data-driven engagement and collaboration across teams.

Requirement includes Matric and a minimum of 2 years in customer retention or insurance; FAIS knowledge is advantageous. Remuneration is Basic + Commission.