Member Benefits Assurance Specialist (Retention Specialists) - Parktown North Johannesburg at PPS

Job Advert Summary    

• A member of the Retentions team reporting to the Team Manager Retentions & Leads. This role will be responsible to ideate, design, implement and manage the retention and conservation strategies for PPS products and services.
• Retention specialists, also known as customer retention specialists, design and implement customer retention strategies to increase loyalty and retain business. They analyze customer feedback, negotiate with customers, implement retention strategies, and compile reports for senior managers.
• We are seeking a highly skilled and experienced Retentions Specialist to join our team. As a Retentions Specialist, you will be responsible to ensure that retention efforts are optimal at all stages of the members Lifecyle. Your expertise in analysing customer behaviour, identifying areas for improvement, and designing retention initiatives will be crucial in driving customer loyalty and maximizing member lifetime value. The ideal candidate possesses strong analytical abilities, excellent communication skills, and a deep understanding of customer relationship management.

Minimum Requirements    
Education: 

• Bachelor's degree in business, marketing, or a related field

Experience:

• 5+ years’ experience in a relevant retention’s role within an insurance company.
• 3+year retentions / sales specific experience in the long-term insurance or banking industry.
• People Management Experience will be an advantage.
• A completed RE5 examination is preferred but not mandatory.
• Proven work experience as a Retentions Consultant, Customer Success Manager, or in a similar customer-facing role.

Knowledge and Skills:

• Knowledge of financial services industry environment.
• Knowledge on FICA/FAIS and TCF outcomes.
• Knowledge and experience in client services / contact centre environments.
• Systems knowledge on MS Office.
• Knowledge of industry best practices and emerging trends in customer retention.
• Experience in designing and implementing customer retention strategies and campaigns.

Competencies:

• Strong analytical skills with the ability to interpret complex data sets and draw actionable insights.
• Excellent problem-solving and decision-making abilities, with a strategic mindset.
• Exceptional communication and interpersonal skills, with the ability to build rapport with customers and internal stakeholders.
• Proficiency in CRM software and analytics tools.
• In depth knowledge of Microsoft Office incl. Excel & PowerPoint.
• Familiarity with customer segmentation techniques and customer lifecycle management.

Duties and Responsibilities    
Retention Responsibilities:

• Analyze customer data and trends to identify patterns, behaviors, and potential reasons for customer churn.
• Conduct thorough assessments of existing customer retention processes and develop strategies for improvement.
• Design and implement targeted retention campaigns, utilizing a variety of channels and tactics to engage customers and reduce churn.
• Develop and maintain a comprehensive understanding of the company's products, services, and competitive landscape to effectively address customer concerns and improve retention rates.
• Utilize customer feedback and satisfaction surveys to identify areas for improvement and implement necessary changes.
• Provide training and guidance to internal teams on customer retention strategies, best practices, and key metrics.
• Monitor and evaluate the effectiveness of retention initiatives, using data-driven insights to refine and optimize strategies over time.
• Stay updated on industry trends, emerging technologies, and innovative practices in customer retention to continuously enhance the company's retention capabilities.

Reporting, Investigating and Team Leading Back-Up:

• Analysis and resolution of all exception reporting.
• Daily and monthly reporting.
• Drawing statistics, tracking cases issued and assist with incident corrections.
• Causal and trend analysis
• Conduct forums to give feedback on trends.
• Identify efficiencies, recommend changes and enhancements, drive implementation and monitor success thereof.
• In managers absence provide team leadership (managing performance, motivating staff, provision of formal and informal feedback) in order to ensure that the highest level of performance is achieved.
• In managers absence to monitor and manage work outputs.
• In managers absence to monitor the relevant queue and allocate sufficient resources.

Stakeholder management:

• Collaborate with cross-functional teams, including sales, marketing, and customer support, to gather insights and align retention initiatives with broader business goals.
• Establish, maintain, and build relationships with key stakeholders.
• Identify process and procedure improvements and make recommendations to streamline and simplify processes.

Closing Date    
2023/08/25