Head of Customer Retention

The Head of Retention will play a critical role in shaping and executing our customer loyalty strategy, ensuring we build lasting relationships with our policyholders. Reporting directly to the Chief Customer Experience Officer, this newly created position will be instrumental in designing and implementing initiatives that reduce churn, enhance customer engagement, and drive long-term value. By leveraging your experience, data insights, customer feedback, and industry best practices, this role will focus on understanding key retention drivers and developing strategies to strengthen customer commitment to the Tower brand. Dive into the heart of your responsibilities:

1. This role will own the development and implementation of Tower's overall retention strategy, focusing on retaining and rewarding our customers across all journeys.
2. Leveraging data and insights will be key, you will work closely with the Retention Manager and other key stakeholders to understand drivers for customer retention and translate these into initiatives to mitigate churn.
3. You will work closely with key stakeholders to monitor and track customer retention and the success of these initiatives, and course correct when needed.

What you'll need

1. 8-10+ years experience working in Propositions, Strategy or Marketing roles (Insurance or Financial Services Industry would be beneficial)
2. Demonstrable experience working with Customer retention / loyalty
3. Good understanding of the Insurance/Financial Services industry and product ranges ideal
4. An accomplished and inspiring leader with excellent stakeholder management skills and the ability to co-operate and collaborate with other senior leaders across the business
5. Passionate advocate for customers, driving positive change and ensuring exceptional experiences
6. Strong communication and presentation skills with the exceptional ability to engage and influence people of all levels
7. Enterprise-wide thinking, commercial acumen and problem solving with the ability to know what to drive and what not to
8. Strong analytical skills with a deep understanding and appreciation of customer and market insight data

Our Commitment We pride ourselves on encouraging everyone to bring their whole selves to work, embracing diverse opinions, experiences, and backgrounds. Our commitment is to create an inclusive workplace where our people come first, feel valued, safe, and respected. If you feel comfortable doing so, please let us know early in the process. Why you'll love working with Tower At Tower, our values are the heartbeat of every interaction. We prioritize our people, fostering a diverse and inclusive environment where everyone can thrive. We encourage you to bring your whole self to work, representing the vibrant communities we serve. We celebrate all ages, genders, sexual orientations, races, religions, and everything else that makes our culture unique. Proud holders of the Rainbow and DV Free Ticks, we are committed to inclusivity and safety. We are on a mission to lead our industry into a customer-centric future with innovation and disruptive thinking. As a unique Kiwi and Pacific insurance provider with over 150 years of history, our roots trace back to Dunedin. What we'll bring to the table In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees. Highlights include:

1. 22 days annual leave, and the option to buy an additional eight days
2. A paid day off on your birthday
3. Wellness leave instead of sick leave so you can proactively look after your health and wellbeing
4. 16 weeks of paid leave for the primary carer and 4 weeks of paid leave partner's leave
5. Free Life Insurance of up to four times your annual base salary
6. Discounts on Tower insurance products of up to 50%
7. Retail deals and discounts with Les Mills, JB Hi-Fi, PB Tech, The Coffee Club, Warehouse Stationery and more

Apply now: Ready to embark on a journey where your experience truly matters in the heart of New Zealand and the Pacific's insurance industry? If you are excited about defining a new era of insurance, submit your resume and a detailed cover letter highlighting your impactful career. Please note: We're eager to get the right person on board as soon as possible. We don't have set closing dates, so we'll start reviewing applications as they come in. Don't wait—apply now to make sure you're considered. #J-18808-Ljbffr