Retentions Team Manager

Prime South Africa; Randburg; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A prominent insurance company in Gauteng is seeking a Retentions Manager to lead a team dedicated to maximizing customer retention and satisfaction. The role involves developing strategies, managing staff performance, and working closely with internal stakeholders to ensure alignment across departments. Qualified candidates will have a degree, managerial experience in client retention, and strong leadership skills. Ready to embark on an exciting career journey with us? Apply now!

Qualifications

• Minimum managerial experience in client retention or similar environment required.
• Excellent communication skills in English are essential.

Responsibilities

• Create and implement retention activities throughout the customer lifecycle.
• Lead and manage a team of Retention professionals and set objectives.
• Develop and implement a comprehensive Retention strategy.

Skills

Team player

Problem-solving skills

Excellent leadership skills

Good negotiator

Education

Completed Degree from a reputable tertiary organisation

Matric

Job description

About Prime SA

At Prime we aim to reshape the motor vehicle insurance industry by providing the best possible insurance, delivered with humanity, simplicity and compassion. Our Retentions Department is all about fostering strong relationships with new and existing clients, allowing them to feel valued and supported and seeking to uphold their loyalty.

The Role

This position reports to the Head of Retentions and is based at our offices in Bryanston. We are looking for a leader who will be responsible for the daily operations and insights pertaining to Client Retention. A team of approximately 12 Retention Professionals (client-facing) will report to the successful candidate.

Job Description

Responsible for creating, implementing, and analysing retention activities at all stages of the customer lifecycle to retain customers and maximise customer lifetime value.

Main responsibilities of a Retentions Manager

• Competent at analysis of portfolio movement (cancellations, lapse ratios, persistency ratios, etc.).
• Lead a team of Retention professionals, set clearly defined objectives for each team member, lead and assist them in achieving these objectives.
• Proactively identify and manage potential problems/escalations within the client base with appropriate resolution plans.
• Responsible for the development and implementation of a Retention strategy.
• Act as the link between the value chain (with other departments), and continuously liaise with internal stakeholders to ensure alignment and support to enable the delivery of solutions and manage risk.
• Seek and continuously develop knowledge of our client business to build an understanding of their needs.
• Responsible for maintaining and improving client satisfaction, retention, revenue, and profitability.
• Carry out the performance management; reward and recognition processes for each employee's performance (KPI) and provide feedback to employees on their strengths and development areas.
• Responsible for complaint dealings with clients.
• Analyse and optimise all campaigns on an ongoing basis.
• Perform audits of retention calls when needed.
• Coach, mentor and train staff toward performance improvement and meeting quality standards

Personal attributes and skills

• Team player
• Positive and self-motivated, with a passion for assisting clients
• Hardworking and resilient
• Good negotiator, comfortable with challenging conversations
• Solution driven
• Cope well under pressure
• Strong problem-solving skills
• Excellent leadership and people management skills

Qualification & Experience

• Matric
• Completed Degree from a reputable tertiary organisation
• Excellent communication skills, be articulate and fluent in English
• Previous managerial / supervisory experience in client retention or similar environment is a must.

Ready to embark on an exciting career journey with us? Apply now!