Manager, Retention

October 27 2020
Industries Bank, Insurance, Financial services
Categories Account management, Campaign, Bank, Insurance, Financial Services, Customer service, Customer Service, Call Centres
Markham, ON

Manager, Client Retention & Loyalty – Markham, Ontario

Combined Insurance is seeking a Manager, Client Retention & Loyalty to join our fast-paced, high energy, growing company. We are proud of our tradition of success in the insurance industry of over 95 years. Come join our team of fun, hard-working, talented professionals!


As a value-adding member of the Operations leadership team, facilitates the development, implementation and improvement of client retention and revenue preservation. Has direct oversight of the retention strategy as well as a team of retention specialists. Executes on best practices that drive retention, operational efficiency, service quality excellence, and employee engagement while being accountable for the achievement of increased retention and loyalty.

This individual will drive close rates, APV, and cross sales through effective coaching and development, alignment of team capabilities to business objectives, and by facilitating the overall directional strategy for conversions through effective outbound strategies (phone, email, etc.), persistency improvements, and overall improvements in the client experience.

As the primary leader for the Retention team, ensures the Retention team is aligned and executing on performance objectives. Provides direction and sets daily team goals and objectives. Using influence, builds and evolves relationships with departments that support similar objectives and partners with the Sales and Marketing organization to address common customer needs or challenges.


Business Acumen: The ability to apply technical expertise, special knowledge, maturity and judgment to business issues and, as a result, improve team performance.

Influence: Understands how the company works, manages the matrix, and collaborates with and influences others to get things done, even without formal authority.

Inclusive Team Leadership: Effectively manages the performance of all team members, motivating and inspiring others toward achieving specific goals.

Execution: Effectively and efficiently uses personal initiative, managerial authority and organizational resources to deliver on commitments.

Ownership: Takes full accountability for achieving (or failing to achieve) desired results.

Integrity & Courage: Upholds and models the values of Combined, even in challenging situations, when making decisions and communicating to others.

Strategic Focus: Incorporates a long-term perspective on Combined and the markets in which Combined operates into both planning and execution

Duties and Responsibilities

  • Assist in identifying problem accounts, work cross-functionally to mitigate the risk of cancellation or future disservice and serve as a point of contact for the customer if they, or the Sales Agent, requests escalation internally
  • Improve the retention rate for Combined Insurance existing customer base and thus increase revenue impact across Combined Products. This includes remediating assigned at-risk accounts as well as identifying new revenue generating opportunities within at-risk accounts, when appropriate and relevant.
  • Work directly with the customers toward a resolution, if appropriate. the Retention Manager is expected to develop a complete and unbiased understanding of the escalated account situation and work with the relevant teams to find a solution
  • Manage the data collected through the lapse policy campaigns and be prepared to present key feedback to Combined leadership and department leads.
  • Help coordinate and then ensure consistency across the various teams in terms of policies and processes for handling at-risk customer interaction and escalations
  • Maintain an in-depth knowledge of Combined products and services, account and billing processes, various policies and procedures and points of escalation related to service delivery and product; work closely with these teams as needed for issue resolution.
  • Forecast potential loss of revenue due to product limitations and work with the Sales, Marketing and Finance departments on possible deliverables and future updates that might mitigate Customer attrition
  • Lead, create and execute customer segmentation and contact strategies to drive business objectives around increased customer retention, cross sell, and profitability, etc. Develop reporting and insights that accurately and appropriately measure the performance of each integrated campaign over varying periods; Effectively communicate results to company executives to help drive organizational change
  • Drive monthly reporting and profiling of our customer base that is both qualitative and quantitative
  • Identify customer lifecycle stages. Implement email flows to nurture customers at each phase of their journey (convert prospects, reactivate lapsed, etc.)
  • Coach & train retention agents on various phone sales techniques to drive cross sell and new revenue opportunities

What You Need for this Position

  • Must be bilingual in French and English
  • 5-8 years of proven customer facing sales or account management experience, preferably within the insurance or finance industries, insurance telephone sales experience a plus
  • Must be licensed in Accident & Sickness, and Life or be willing to successfully obtain your Insurance licenses within the first 90 days with Combined Insurance.
  • Must display exceptional written and verbal communication skills.
  • Comfortable learning, using and discussing very granular elements of Combined products
  • Articulate, organized, detail-oriented, and possess the ability to multi-task in a dynamic, extremely fast-paced and ever-changing, entrepreneurial environment
  • Able to integrate knowledge across disciplines to include prospecting, consultative selling, product demonstrations, negotiating contracts, operation/process flow, and understanding Combined internal processes
  • Strong sense of initiative and personal leadership demonstrating the ability to function independently while contributing to team initiatives. Must be self-motivated and able to see things from the ‘customer lens’
  • Proven performance in fast-paced, entrepreneurial environment, with ability to build effective workflow, processes, tools, and reporting
  • Proven success in partnering with key cross-functional stakeholders
  • Ability to establish and build productive relationships, both internal and external by communicating effectively inside and outside the organization
  • Have excellent judgment and can act decisively in situations requiring quick but thorough analysis and decision-making, while understanding when and how to appropriately escalate issues
  • Are highly detail-oriented, have strong organizational and communication skills, and can prioritize and re-prioritize based on changing business needs
  • Strong proficiency with the Microsoft suite of products


Bachelors Degree in Business or related field


As a Combined, corporate employee you have access to one of the most comprehensive benefit plans in the business, designed to meet your needs and help you reach your financial goals. Combined, a Chubb company is committed to supporting its employees with a comprehensive compensation package that is appropriate in the market where they work. Below are several of the many benefits we offer our employees:

  • Health insurance
  • Dental insurance
  • Disability insurance
  • Life insurance
  • Employee referral bonuses


Combined Insurance is a leading provider of individual supplemental accident, disability, health and life insurance products. With a field sales force and corporate staff in excess of 5,000 people worldwide, Combined Insurance meets the growing coverage needs of policyholders around the globe. We pride ourselves on being customer-centric, people-driven, accountable, performance-minded, and ethical. We invest in our employees and take the time to focus on their development, needs and career aspirations.

At Combined, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religion, age, sex, sexual orientation, transgender, national origin, disability, genetic information, veteran or marital status, or any other characteristic protected by law.

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