About the role:

As the Commercial Insurance Retention Leader here at Superscript, you will play a crucial role in shaping and executing our customer operations retention strategy. You will be responsible for overseeing and optimizing the customer success retention journey within our commercial insurance services. You will play a pivotal role in ensuring client satisfaction, customer loyalty and overall success, ensuring alignment with the company's goals, and driving initiatives related to growth.

What you'll get up to:

• Implement and drive our commercial retention processes to aid retention targets, expand market presence, and diversify revenue streams, with a focus on ensuring customer success and driving revenue growth.

• Build and lead a high performing retention team fostering a collaborative and results-driven culture, ensuring profitability targets are met to scale impact, whilst managing and driving KPIs.

• Establish and champion retention operations processes to boost productivity and expedite deal cycles.

• Own the retention target across the territory, including business planning, resource deployment, goal-setting, forecasting and quarterly reviews.

• Establish and maintain operational excellence by exploring opportunities for automation and digitalisation, driving continuous process improvement initiatives.

• Drive SLA reduction by implementing targeted strategies, monitoring metrics, and collaborating with cross-functional teams to streamline processes and enhance retention responsiveness.

• Establish good relationship management practices across the team, ensuring that our team has excellent product knowledge.

• Work closely with our Underwriting, Partnerships, Advised & Claims teams to align customer success initiatives with overall business objectives, whilst enhancing product offerings and service delivery.

About you:

• Proven experience in a commercial insurance retention management capacity.

• Demonstrated success in driving business growth, with previous experience of building and managing high-performing commercial retention teams.

• A continuous track record of hitting and exceeding targets, combined with operational excellence, including leading, driving and motivating teams to achieve KPIs & inspiring outstanding operational performance.

• Experience in creating a people culture where colleagues are encouraged to thrive, contribute and produce their best work

• You are someone who thrives in a high-growth environment, who’s adaptable to change and will take ownership to get things done.

• You are empathetic and ensure that our customer success retention team has a leader who listens.

• In-depth knowledge of insurance products, policies, and industry regulations.

• Excellent communication, negotiation, and interpersonal skills.

• Strong analytical and problem-solving abilities.

• Proficiency in CRM systems, such as Hubspot & Acturis

In return, we offer you:

• A competitive salary and the ability to grow your career at the UK’s leading Insurtech 🚀
• An amazing team and founders, supportive board and investors 🤗
• 25 days holiday - so there’s plenty of time for work, rest and play 🏖
• Hybrid way of working for the perfect work / life balance 🏡
• Vitality private health and dental insurance 🏥
• Great pension (up to 10% on top of your salary) 💰
• Full access to Spill, our mental health platform 🗣
• Cycle to work scheme 🚲
• Latest Apple tech gear & everything you need to be set up for success 🍏
• Fun, modern and informal office environment with regular team social events 👯‍♀️
• Central London location 🏙

Department

Customer Operations

Locations

London

Hybrid/on-site

Hybrid

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