Manager Retentions

Old Mutual is a firm believer in the African opportunity and our diverse talent reflects this.

• Analyse customer retention processes, journey touchpoints, and service delivery models to identify gaps, inefficiencies, and drivers of customer churn.
• Design and implement optimised retention workflows, including proactive outreach strategies, escalation protocols, and service recovery processes.
• Monitor key retention metrics (e.g., lapse rates, churn rate, customer lifetime value) and use insights to drive continuous improvement initiatives.
• Collaborate with Sales, Customer Service, Claims, and Operations teams to ensure seamless customer experiences that support long-term retention.
• Identify and implement automation and digital solutions (e.g., CRM enhancements, predictive churn analytics) to improve response times and service quality.
• Standardise retention practices and develop SOPs to ensure consistent and high-quality customer engagement across the business.
• Continuously review operational performance, identifying opportunities to reduce costs while improving customer satisfaction and loyalty.
• Lead retention-focused transformation initiatives aimed at improving customer loyalty, reducing churn, and enhancing overall customer experience.
• Develop and implement change management plans to embed new retention strategies, tools, and customer engagement models across the organisation.
• Act as a retention champion by driving a customer-centric culture and influencing stakeholders to prioritise retention in decision-making.
• Identify strategic opportunities to improve retention (e.g., product enhancements, service improvements, pricing or value propositions) and convert these into actionable initiatives.
• Facilitate cross-functional workshops to map customer journeys, identify pain points, and co-create innovative retention solutions.
• Track and report on retention initiatives, ensuring measurable impact such as improved retention rates, increased customer satisfaction (CSAT/NPS), and revenue protection.
• Build strong relationships with internal and external stakeholders to ensure buy-in, alignment, and sustained adoption of retention strategies.
• Stay informed on customer behaviour trends, market dynamics, and competitor practices to continuously strengthen the organisation’s retention approach.

• Bachelor’s degree.
• 5 – 7 years’ experience relevant operational experience.
• 2 – 3 years in a management role leading managers or team leaders.
• Key areas of experience should include: Collections and recoveries management, customer retention and save strategies, contact centre operations, performance management and reporting, stakeholder management, process improvement and operational efficiency, leading change and business improvement initiatives.