Retention Consultant at Sanlam Group

Position Overview

• The Retention Consultant is responsible for proactively retaining customers across micro insurance products to reduce churn and maximise customer lifetime value.
• This includes life products such as funeral cover and the DStv subscription waiver, as well as nonlife products like device insurance. It also supports the rollout of new product categories within the MultiChoice ecosystem, ensuring customers remain engaged and satisfied through personalised rete.ntion strategies

What will you do?

Customer Retention and Churn Prevention 

• Identify at risk customers using behavioural and transactional data such as missed payments and reduced engagement. 
• Proactively engage customers through calls, emails and digital channels to resolve issues and prevent cancellations. 

Product Knowledge and Upselling 

• Maintain deep understanding of existing products and upcoming offerings within the MultiChoice ecosystem. 
• Identify opportunities for cross selling and upselling additional insurance products aligned with customer needs. 

Customer Engagement and Relationship Management 

• Build strong relationships with customers to enhance trust and loyalty. 
• Deliver personalised experiences and solutions to improve satisfaction and retention. 

Data Analysis and Reporting 

• Use analytics tools to track retention metrics, identify trends and measure campaign effectiveness. 
• Provide insights to management for continuous improvement of retention strategies. 

Qualification and Experience

• Matric (Grade 12) required; tertiary qualification in Business, Marketing or Insurance preferred. 
• Minimum 2 years’ experience in customer retention, insurance or subscription services. 
• FAIS Compliance advantageous. 

What will make you successful in this role?

• Strong communication and negotiation skills.
• Adaptability that is able to adjust approach based on customer profile or  
• responds well to changing priorities 
• Knowledge of micro-insurance products 
• Familiarity with use of Retention tools 
• Analytical mindset with ability to interpret customer data (advantageous)