About Role

Job Ref. No: JLIL294

Develop and execute strategies to enhance customer retention, reduce policy lapses, and improve overall customer satisfaction.

Manage a team dedicated to customer conservation efforts, analyze retention data, and implement initiatives to foster longterm customer loyalty and engagement.

Main Responsibilities:

1. Strategy

• Retention Strategy Development: Develop and implement a comprehensive customer retention strategy to minimize policy lapses and maximize customer loyalty.
• Market Analysis: Conduct market research to understand customer behavior, preferences, and trends.
• Customer Segmentation: Segment the customer base to tailor retention strategies and conservation efforts.
• Performance Metrics: Establish and monitor KPIs to track the effectiveness of retention initiatives.

2. Operational

• Customer Interaction Management: Oversee customer touchpoints to ensure a seamless and positive customer experience.
• Policy Conservation & Persistency Management: Implement proactive measures to retain customers at risk of lapsing or canceling their policies.
• Policy Servicing: Ensure accurate processing of policy alterations and servicing.
• Data Analysis: Analyze customer data to identify patterns and causes of policy lapses.
• Process Improvement: Continuously evaluate and improve customer retention processes and systems.

3. Corporate Governance

• Compliance: Ensure all retention and conservation activities comply with regulatory requirements and company policies.
• Risk Management: Identify potential risks related to customer retention and develop mitigation strategies.
• Reporting: Prepare and present detailed reports on retention metrics and conservation activities.

4. Leadership & Culture

• Team Leadership: Lead, mentor, and develop the customer retention and conservation team.
• Employee Engagement: Promote a positive work environment and provide ongoing training and development opportunities.
• Cultural Alignment: Ensure retention strategies align with the company’s values and culture.

Key Competencies:

• CustomerCentric Mindset: Strong focus on understanding and meeting customer needs.
• Analytical Skills: Proficient in analyzing data to drive retention strategies.
• Communication Skills: Excellent verbal and written communication skills.
• Leadership Skills: Proven leadership and team management abilities.
• Strategic Thinking: Ability to develop and implement strategic plans for customer retention.

Academic Background & Relevant Qualifications:

• Bachelor’s degree in Insurance, Finance, Business, Marketing, or any related field.
• Diploma in Insurance, LOMA, CII, IIK certification.
• 46 years of experience in customer retention, customer experience, life policy management, or related roles within the life insurance industry.
• Demonstrated track record of successfully implementing customer retention strategies and improving customer satisfaction.
• Indepth knowledge of life insurance products, policies, and regulations.
• Familiarity with regulatory requirements and compliance in the insurance industry.

Application Details:

• Email: Recruitment@jubileekenya.com
• Deadline: 29th January 2025
• Note: Only shortlisted candidates will be contacted.