Retention Consultant at Santam Insurance

Position Overview

• NMS Insurance Services has a role for a Retention Consultant to be based in Rosebank, Gauteng. The consultant will be responsible to proactively retain customers across micro-insurance products, thereby reducing customer churn and maximising customer lifetime value across micro-insurance products, including life products (e.g., funeral cover, subscription waiver for DStv customers) and non-life products (e.g., device insurance). The role also ensures customer satisfaction and drives upsell opportunities through data-driven engagement.
• Further to above the role will also support expansion into new product categories designed for the MultiChoice ecosystem, ensuring customers remain engaged and satisfied through personalised retention strategies.
• Remuneration: Basic + Commission

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.

Collaboration

• Work closely with sales, product development, and customer service teams to align retention initiatives with business goals.
• Share customer feedback with product teams to inform enhancements and new product development.

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. 

Knowledge and Skills

• Strong communication and negotiation skills.
• Collaboration within the team
• Adaptability, i.e. able to adjust approach based on customer profile, or responds well to changing priorities
• Knowledge of micro-insurance products
• Customer-centric approach with problem-solving ability
• Familiarity with use of Retention tools
• Analytical mindset with ability to interpret customer data (advantageous)

Success Measures

• Customer Retention rate.
• Reduction in churn percentage.
• Upsell and cross-sell conversion rates.
• Net Promotor Scores (NPS)
• Customer Lifetime Value (CLV)