Retention Manager - Trading & Business Process

Retention Manager - Trading & Business Process

Haywards Heath
£51,477 - £70,000 per annum dependent on experience
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We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.

We currently have an exciting opportunity for a Retention Manager - Trading & Business Process to join our Marketing team in Haywards Heath, West Sussex.

Job Purpose

Deliver the customer retention strategy in line with agreed budgeted targets. Lead oversight, governance & continuous improvement of core retention business processes to ensure delivery of customer expectations whilst meeting regulatory requirements.

To be successful in this role, you’ll need to:

  • Have experience in Risk Management
  • Be able to effectively manage customer incidents and issues
  • Have experience in product management or trading
  • Have experience of working in an Insurance setting

Job Description

Job Responsibilities:

  • Lead the ongoing governance & continuous improvement of the core business processes of retention, cancellation & MTA to ensure they are delivered in accordance with group operational policies and adhere to regulatory guidelines. Lead the resolution any core process issues
  • Lead tactical commercial initiatives across functional teams to deliver new capability or improvements in retention performance
  • Support the retention forecasting, budget and retrospective analysis processes
  • Support creation and lead execution of the customer retention strategy with a strong focus on minimising cancellation rates and maximising renewal retention rates
  • Maintain risk register (as applicable), providing evidence and commentary for controls, updates for mitigating actions and maintaining control matrices and attestations
  • 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
  • Lead the development of new strategies and initiatives from concept to commercialisation to drive the retention change agenda
  • Access and analyse information, data and market intelligence from multiple sources and create insight to optimise trading activities and support new strategies
  • Lead the commercial reporting on business performance and proactively deal with emerging issues or exploiting opportunities
  • Put in place appropriate engagement with cross functional teams to support the delivery of group wide business objectives
  • Ensure compliance with company and other relevant standards / regulations at all times. Maintain department risk registers (as applicable), providing evidence and commentary for controls, updates for Mitigation Actions and maintaining control matrices and attestations. Also, to ensure that your team are aware of their responsibility to identify and report risk
  • Any other reasonable duties as required

Job Specific Competencies:


  • Experience of working within a highly regulated environment
  • Understanding of the insurance/financial services industry, its products and key regulations
  • Strong stakeholder management experience within a fast paced, matrixed environment
  • Proven team leadership, experience in building, motivating and inspiring high-performance teams
  • Ability to flex leadership style in order to engage and influence a wide range of stakeholders
  • Exposure to insurance business functions – pricing , digital, finance, operations, underwriting
  • Exposure to senior management level and above in a customer-focused business


  • Highly numerate and analytical. Ability to solve problems and distil complex information into clear insight and recommendations
  • Ability to influence senior stakeholders and external suppliers
  • Highly motivated self-starter
  • Ability to take quick confident decisions at a strategic level to move things forward
  • Structured thinking to find solutions to complex problems and the ability to adopt a pragmatic way forward
  • Strong leadership skills - ability to lead teams and champion the customer retention agenda
  • Ability to communicate complex information in an easily digestible format to key stakeholders
  • Confidence in prioritising and balancing competing work streams
  • Excellent communication & presentation skills, both verbal and written
  • Good time management and organisation skills
  • Attention to detail
  • Entrepreneurial mind-set with the ability to spot opportunities
  • Strong organisational & planning skills
  • Be confident in prioritising and balancing competing work streams
  • Knowledge
  • Ideally an excellent understanding of retail insurance products, the insurance industry and the different distribution channels
  • Subscription-based businesses in other sectors will be considered


  • Professional, confident and personable
  • Commercially focused with a strong customer ethic
  • A flexible approach and positive attitude
  • An agile approach to project management and able to rapidly react to changes in business priorities to take advantage of emerging business and customer opportunities
  • Able to work on own initiative and also collaboratively as part of a team
  • Able to manage internal and external stakeholders
  • Strives to drive business improvements to contribute to the success of the business
  • Self-motivated, enthusiastic, target driven and results focused
  • Analytical by nature with an aptitude for data-based decision making.
  • A driven attitude to deliver change and rapidly overcome obstacles.

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
  • YOUday – we give you an extra day off to celebrate a special day
  • 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.

View more about our Benefits

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86% of people would recommend a friend to work at First Central

Based on 150 Glassdoor reviews (October 2021)


View all benefits >

Flexible working

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


We give you an extra day off to celebrate a 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.