Manager: Retention - Centurion at AVBOB South Africa

Description

We are looking for an individual with Strong analytical capability, to lead our retentions team in driving retention and referral marketing programs. Under the guidance of the Manager: Insurance Administration you will be responsible for implementing key customer Retention Strategies and Metrics to ensure policyholders are getting the value they’re paying for in terms of the product and service, leading to increased customer retention.

• Under the guidance of the Manager: Insurance Administration develop and execute the strategic business plan to address revenue management & retention.
• Analyse and present pro-active solutions to achieve high contact volumes and reduce complaints/attritions.
• Design and propose, customer retention strategies to increase loyalty and retain business.
• Assist with the delivery of strategic intent driven programs and contribute towards consumer retention marketing strategies in business planning.
• Plan data-led retention tactics and overseeing implementation in a customer-first manner.
• Create a plan for approval by direct manager to retain existing customers by identifying their needs and concerns through outbound communication.
• Maintaining and actively reviewing the eligible base, providing insight to all key stakeholders, and developing the models to further improve accuracy and output quality. 
• Review the current implementation process and outline welcome/onboarding communications targeting new clients and consider changes to improve.
• Delivering exceptional, differentiated services within the last line of defence against cancellations.
• Create an offboarding process and checklist and conduct offboarding interviews to determine why customers are leaving.
• Responsible for collaboration with Retention Team (Admin Heads of department) to create, define and prioritize daily agent level action plans based on performance, coaching on the approach of agent level education in a group setting.
• Work with the retention and broader teams to help build, implement, and continually improve the execution of analytical insights including predictive modelling to increase effectiveness of retention campaigns and initiatives.
• Actively partner with key stakeholders to ensure upgrades & churn performance is understood and targets are achieved, providing insight and transparency to the retention, sales & marketing teams
• Assesses member data to identify at-risk policyholders.
• Develop and maintain quality improvement programs.
• Design programs to improve performance. Optimize performance of communication through an Omni-channel approach addressing, layout, offers, targeting, and personalization.
• Collaborate with internal and external stakeholders to incorporate their insights and influence key partners (sponsors, providers,) to continuously improve on communications.
• Take the lead to streamline and automate processes entailing policy upgrades, voluntary and involuntary churn & eligible base reporting.
• Own and continually review / lead the approval of all business rules relating to upgrades, voluntary churn, non-payments, and cancelations.
• Develop and implement targets relating to productivity and quality,
• Engage in New product or new features launches.
• Introduce technology in the retention space by overseeing the planning, development, and execution of email marketing programs for policyholders, including full scale messaging, segmented campaigns, and triggered emails and providing thought leadership about digital industry best practices and emerging technologies.
• Achieve results by leveraging internal and external marketing agencies, vendors, etc.
• Maintaining relationships with existing customers by following up on leads generated (on poor performing business) including those acquired through Operations Sales Insurance.
• Monitoring and reporting customer feedback and satisfaction levels and conducting research on current market trends to identify potential opportunities for growth.
• Monitoring and reporting competitors’ activities and industry trends to identify potential threats to the business.
• Gather general feedback on campaigns.
• Measure & report using NPS.
• Production and presentation of weekly / monthly outlook KPIs, which include upgrades across retention campaigns.
• Compile reports for sales managers.
• Provide weekly/monthly reports and analysis on program performance by proactively monitoring all channels, voluntary churn & call volumes.
• Produce the monthly EXCO report.

Requirements

• Bachelor's degree in Business/Statistical, Sales or Marketing or Education or Communications, Finance, Management, Business Administration and Engineering
• Minimum of 7 years' essential experience in a commercial role, including operations within a Retention Call Centre model in a Sales Management or team lead capacity.
• Minimum 3 years of experience in Customer Experience or Customer Support or Consumer marketing
• Knowledge of large-scale acquisition and re-contracting campaigns, analysing trading data and formulating insight and recommendations.
• Advanced knowledge of churn reduction tactics and experience implementing them to save policies.
• Agency/Vendor management and budget management