Job Description

Role Description
We have a fantastic opportunity to join our talented team as a Customer Retention Manager.
Allianz Retail is growing quickly. We're a focused insurance business, investing heavily in our core capabilities to drive success across our Direct, PCW, and Partnership distribution channels. When it comes to supporting our customers and encouraging them to stay with us, we recognise the value of dedicated focus. This role spans all our products (Home, Car, and Breakdown), and brands, enabling the implementation of best practices for all our customers.
We're looking for someone who thrives in a fast-paced trading environment and is passionate about improving customer experience. In this role, you'll lead the development and delivery of our customer retention strategy, using data-driven insight to understand behaviour, reduce cancellations, and identify opportunities to retain more customers. You'll manage a high-performing team with ambitious targets and collaborate closely with teams across the business to drive continuous improvement. In return, you'll be supported in a business committed to growth and positive change.
This role can be based from any of our Bournemouth, Leeds or London offices, with the expectation that you will be on site 2 days a week.
Salary Information
Pay: Circa 70,000 per annum. Pay is based on relevant experience, skills for the role, and location. Salary is only one part of our total reward package.
About You
In this role you will:

• Provide thought leadership across the business to ensure customers receive a market leading experience as the customer retention expert for all of Allianz Personal.
• Be responsible for creating and driving the retention strategy with internal stakeholders both proactively and reactively in response to issues and challenges. You'll manage the end-to-end retention journey, including customer documentation and digital platforms.
• Monitor, understand and explain retention performance and customer behaviour. Lead retention discussions in Trading meetings and across the business and bring the team together to identify opportunities for improvement.
• Develop our data analysis and understanding to drive further business insight, including external data sources.
• Work with numerous business areas, in particular Pricing, Operations and BICOE to define and optimise retention performance and opportunities.
• Own roadmap, projects and initiatives that shape the overarching strategic direction of the customer experience.
• Lead the management, coaching and development of team members, and the overall performance of the retention team.
• Deputising for other senior managers including the Head of Trading at senior level meetings including trading and pricing committees

Essential Skills

• You will be numerate, ideally with an understanding of pricing, to lead performance analysis and trading discussions.
• You will have proven ability to turn complex information into engaging, plain English communications.
• You will have experience working with data and customer insight to shape strategy.
• Strong relationship management skills with the ability to challenge, influence and negotiate at senior level.
• You will be able to lead cross functional teams on projects or actions related to improving customer retention.
• Experience within a customer centric organisation preferred with good understanding of the financial services industry and working within a regulated environment.

We support the government scheme "Access to Work" please feel free to ask us about the access to work scheme.
What We Will Offer You
Recognised and rewarded for a job well done, we have a range of flexible benefits for you to choose from so you can pick a package that's perfect for you. We also offer flexible working options, global career opportunities across the wider Allianz Group, and fantastic career development and training. That's on top of enjoying all the benefits you'd expect from the world's number one insurance brand, including:

• Flexible buy/sell holiday options
• Hybrid working
• Annual performance related bonus
• Contributory pension scheme
• Development days
• A discount up to 50% on a range of insurance products including car, home and pet
• Retail discounts
• Volunteering days

Our Ways of Working
Do you need flexibility with the hours you work? Let us know as part of your application and if it's right for our customers, our business and for you, then we'll do everything we can to make it happen. Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us.
Integrity, Fairness, Inclusion & Trust
At Allianz, we believe in fostering an inclusive workforce and are proud to be an equal opportunity employer. Our commitment to equal opportunities, gender equity, and balanced gender representation, is demonstrated by our numerous accreditations: EDGE certified for gender inclusion, Women in Finance Charter members, Disability Confident employer, Stonewall Diversity Champion, Business in the Community's Race at Work Charter signatories, and Armed Forces Covenant gold standard employer.
We embrace neurodiversity and welcome applications from neurodivergent and disabled candidates, offering tailored adjustments to ensure your success.
We encourage our employees to advocate for their needs, whether it's assistive technology, ergonomic equipment, mentoring, coaching, or flexible work arrangements.
Accessible Application for All
As part of the Disability Confident Scheme, we support candidates with disabilities or long-term health conditions through the Offer an Interview Scheme, for those meeting the essential skills for the role.
Contact our Resourcing team to opt into this scheme or for assistance with your application, including larger text, hard copies, or spoken applications.
For any inquiries or to submit your application, please contact: Deivydas Sakys
Closing date: 29 Oct 25
We reserve the right to close the advert early if we reach enough applications.
Join us - Let's Care for Tomorrow.
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83502 | Customer Services & Claims | Professional | Non-Executive | Allianz UK | Full Time or Part Time | Permanent
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Skills Required