Senior Retention Executive

Senior Retention Executive

Haywards Heath
Commercial & Marketing
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We have an exciting brand-new role here at First Central and we’re looking for some top talent to support us to reach our customer retention goals. We’re on the on the hunt for a talented Senior Retention Executive to join our Commercial and Marketing team in Haywards Heath, West Sussex.

You’ll be responsible for supporting the development and execution of the customer retention strategy across multiple business functions, as well as the delivery of the group’s customer retention commercial plan, with a strong focus on minimising cancellation rates and maximising renewal retention rates.
To be successful in this role, you’ll need to:
  • Be highly numerate and analytical. You’ll need to have the ability to solve problems and distil complex information into clear insight and recommendations
  • Have experience of leading strategic projects that support a customer retention strategy
  • Have experience of working closely with senior management in a customer-focused business
Job responsibilities
  • Support the development of the group’s customer retention strategy across multiple business functions
  • Support the delivery of the group’s customer retention commercial plan with a strong focus on minimising cancellation rates and maximising renewal retention rates
  • Lead tactical commercial initiatives and cross functional teams to deliver new capability or improvements in retention performance
  • Business lead on strategic projects that support the customer retention strategy or deliver better controls in our core business processes
  • Collate information, data and market intelligence from multiple sources and create insight to optimise trading activities and support new strategies
  • Report on business performance and proactively deal with emerging issues or exploiting opportunities
  • Proactively develop new strategies and initiatives from concept to commercialisation to drive the retention change agenda
  • Support the retention forecasting, budget and retrospective analysis processes
  • Be the commercial SME on retention processes (retention, MTA and cancellation) to ensure they’re delivered in accordance with group operational policies and adhere to regulatory guidelines
  • Support the maintenance of the risk register (as applicable), providing evidence and commentary for controls, updates for mitigating actions and maintaining control matrices and attestations
Skills, knowledge & experience
  • Excellent understanding of retail insurance, ideally motor or other personal insurance sectors 
  • Experience of working within a highly regulated sector would be ideal
  • Previous experience within a product management, commercial or marketing role
  • Experience of working with business functions such as pricing, digital, finance, operations and underwriting
  • Experience of working with senior management in a customer-focused business
  • Confident in prioritising and balancing competing work streams
  • Excellent communication and presentation skills, both verbal and written
  • Advanced working knowledge of Microsoft products, particularly Word and Excel
  • A flexible approach and positive attitude
  • Commercially focused with a strong customer ethic
  • Ability to manage multiple projects effectively and within deadline
What can we do for you? 

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…
  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • A day off for your birthday
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid
Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Recruitment team.

If you’d like to work for an award-winning employer in a fast-paced environment, apply now!

Want to know what it’s really like to work at First Central? Take a look at our Glassdoor reviews.

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79% of people would recommend a friend to work at First Central

Based on 98 Glassdoor reviews (July 2020)


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Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.

Get your birthday off

We give you an extra day off to celebrate your special day.

Holiday Extra

Not only do you get a generous holiday entitlement, you can also buy additional leave.


Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.