Head of Customer Retention

Role Overview

This position focuses on safeguarding and expanding the organisation's corporate pension and group life portfolio by working directly with the Chief Executive Officer. Day to day, you will take ownership of existing client relationships, coordinate service delivery across internal teams, and ensure that institutional accounts remain competitive, well-serviced, and aligned with regulatory expectations. Your efforts directly influence long-term client loyalty, revenue stability, and the company's reputation as a trusted benefits partner.

Key Responsibilities

• Lead the execution of retention strategies for corporate pension and group life schemes, monitoring account health and anticipating client needs.
• Act as the primary escalation point for key institutional clients, brokers, and intermediaries, resolving service gaps and strengthening trust.
• Conduct regular business reviews with clients to assess scheme performance, member satisfaction, and opportunities for growth or enhancement.
• Collaborate with actuarial, operations, and claims teams to ensure accurate administration, timely communication, and seamless service delivery.
• Identify cross-selling and upselling opportunities within existing corporate accounts to expand scheme value and participation.
• Track retention metrics, client feedback, and market trends to refine engagement approaches and report progress to executive leadership.
• Represent the company during client meetings, industry events, and regulatory interactions, always reinforcing governance and brand standards.
• Ensure all client-facing activities comply with applicable pension and insurance regulations, internal policies, and risk management frameworks.

Requirements & Qualifications

• A bachelor's degree in Finance, Economics, Actuarial Science, Business Administration, Insurance, or a closely related discipline from an accredited institution.
• A relevant master's degree (Finance, Business Administration, Economics, or equivalent) is considered an advantage.
• Professional certifications such as CFA, CISI, CPA, or an insurance/pensions qualification (CII, IIK, LOMA, or comparable) are preferred.
• At least 8–10 years of experience in the financial services industry, with substantial exposure to pensions, group life insurance, or corporate relationship management.
• Demonstrated success in managing institutional client portfolios, driving retention, and fostering long-term stakeholder relationships.
• A strong working knowledge of pension and insurance regulations, corporate governance, risk management, and institutional account servicing.
• Excellent communication, negotiation, and presentation skills, with the ability to engage confidently with C-suite clients and intermediaries.