Loyalty and Retention Manager

Were looking for an experienced people leader to join our International Health business as a Loyalty and Retention Manager.

In this role youll lead and develop a Glasgow-based team focused on delivering excellent customer outcomes while driving customer retention and portfolio persistency. Youll create a high-performing customer-centric environment through effective coaching performance management and data-driven decision-making.

Working closely with Sales Service Operations Compliance and other business partners youll identify opportunities to improve customer experience operational effectiveness and long-term business performance. This role offers an exciting opportunity to influence customer loyalty strategies develop talent and contribute to the continued success of a growing international business.

The role requires flexibility to support agreed team operating hours and provide leadership coverage where required.

• Lead coach and develop a team of retention professionals driving strong performance across customer productivity quality compliance and persistency measures.
• Translate business priorities into clear team objectives performance expectations and operational plans.
• Use customer operational and performance data to identify trends risks opportunities and areas for continuous improvement.
• Deliver structured coaching quality reviews performance discussions and development planning to support colleague growth and effectiveness.
• Manage performance proactively recognising success addressing underperformance and building future succession capability within the team.
• Monitor workloads case management and team capacity to ensure customers receive timely and effective support.
• Partner with stakeholders across Sales Service Operations Compliance and other support functions to improve customer outcomes and business performance.
• Lead process improvement initiatives and customer journey enhancements measuring the impact and effectiveness of changes implemented.
• Produce meaningful reporting insights and recommendations for operational leaders and senior stakeholders.
• Support recruitment onboarding training and capability development activities within the team.
• Identify and escalate customer conduct operational or compliance risks ensuring appropriate actions are taken.

• Experience leading coaching and developing customer-facing teams within retention sales account management customer service or a similar environment.
• Proven experience delivering against customer commercial quality and operational performance measures.
• Strong analytical skills with experience using data and reporting to identify trends diagnose issues and drive action.
• Experience operating in a regulated or quality-controlled environment with a strong focus on customer outcomes.
• Strong stakeholder management and communication skills with the ability to influence and collaborate across multiple functions.
• Experience managing multiple priorities and making sound decisions in a fast-paced operational environment.
• Confidence using CRM systems Excel and performance reporting tools to manage team performance and business outcomes.
• Experience leading change process improvements or operational transformation initiatives.

• Experience within insurance healthcare financial services or another regulated customer environment.
• Knowledge of customer retention renewals persistency or customer lifecycle management.
• Experience leading both inbound and outbound customer contact teams.
• Experience using Salesforce reporting dashboards or related CRM analytics tools.

• Competitive salary
• Multicultural and hybrid working environment
• Private Medical Insurance
• Employee Wellbeing Benefits
• Educational Development Program