Retention Expert

The world around us is changing rapidly, and so is the insurance sector. Now is the right time to take a bold step and shape the future of insurance: this is Allianz Direct! As a pan-European online insurer of the Allianz Group, launched in 2019, Allianz Direct is on its mission to become "digitally unbeatable" and the most efficient insurer in the market. Allianz Direct is truly changing the face of insurance, both in customer experience and in technology, processes, people, and culture.

An international team of business experts and engineers who live and breathe an agile way of working, we aim to improve and transform the way insurance is done. Driven by a customer.

Mission:

You will be part of the Sales & Marketing team, an area that collaborates transversally with many other stakeholders locally and internationally. This role will focus on developing and executing strategies aimed at retaining existing customers, enhancing their experience, and reducing churn. Team's main mission is to:

• drive sustainable growth by fostering strong, long-term relationships with our customers.
• deliver personalized, engaging experiences at every touchpoint, ensuring that our customers remain loyal, satisfied, and continue to see the value in our insurance products.
• create a foundation for both our customers' and our company’s success by focusing on customer retention.

Key Responsibilities of the role:

• Retention Strategy Development: Design and implement retention strategies to increase customer loyalty, engagement, and overall satisfaction with our insurance products. You’ll collaborate with central teams to achieve local aims.
• Customer Journey Analysis: Monitor and analyze the customer lifecycle, identifying opportunities for improvement at each stage to ensure long-term retention.
• Segmentation & Targeting: Segment the customer base to deliver personalized communications, offers, and promotions tailored to different customer profiles.
• Campaign Management: Develop, launch, and monitor marketing campaigns focused on customer retention across multiple channels.
• Cross-functional Collaboration: Work closely with sales, customer service, product, pricing, and BI teams to align retention strategies and ensure consistency across customer touchpoints. You’ll work closely with the Contact Center team to reach objectives, defining KPIs, scripts, and following the performance of the retention tools.
• Data-Driven Decisions: Use data analytics and customer insights to evaluate campaign performance and adjust strategies for maximum impact.
• Customer Feedback & Surveys: Collect and analyze customer feedback to better understand customer needs and perceptions.
• Retention KPIs: Set clear performance metrics for retention campaigns, including churn rate, retention rate, and persistency.
• IT Requirements: Collaborate with the IT team to define and implement development requirements necessary for retention initiatives. This includes identifying technical needs, creating detailed specifications, and ensuring that IT solutions align with marketing strategies aimed at retaining customers. You will oversee the progress of these developments, ensuring timely execution and quality delivery. Additionally, you will work closely with cross-functional teams to test and refine IT solutions, ensuring they effectively support retention efforts and contribute to achieving business objectives.

Skills for the Position:

• Strong background in digital marketing, customer relationship management (CRM), and data-driven decision-making, with a focus on customer retention in a highly competitive environment.
• Knowledge of CRM tools (Salesforce Marketing Cloud).
• Data Analysis and KPI Tracking: Excel in data analysis and have a strong ability to track and interpret key performance indicators (KPIs). Responsible for analyzing business metrics to monitor and understand customer portfolio behavior, identifying trends, and uncovering actionable insights. Proficient in using analytical tools and possess the ability to translate complex data into clear, strategic recommendations that drive business growth and enhance customer loyalty.
• Excellent communication and interpersonal skills.
• Ability to manage multiple campaigns and projects simultaneously.
• Understanding of the direct insurance market and customer retention strategies. Familiarity with insurance products and their regulatory landscape is a plus. High level of English (at least B2-C1), with the ability to understand and express yourself in English. Autonomy and proactive problem-solving skills. Analytical skills and business acumen. Collaboration and teamwork orientation. Organizational skills and ability to manage multiple tasks simultaneously in an efficient manner. Ability to work occasionally under pressure.

Education & Experience:

• Bachelor's degree in Marketing, Business, or a related field.
• 3+ years of experience in marketing or sales roles, with a focus on customer retention, preferably in the insurance or financial services industry.

We offer: Professional development programs, flexible working arrangements.

The Allianz Group is one of the most reliable insurance and asset management companies in the world. Our care for our employees, their ambitions, dreams, and challenges, is what makes us a unique employer. Together, we can build an environment where everyone feels empowered and confident to explore, grow, and shape a better future for our customers and the world around us.

At Allianz, we believe in a diverse and inclusive workforce, and we are proud to be a company that offers equal opportunities. We encourage you to bring all of who you are to work, no matter where you come from, how you look, who you love, or what you believe in, as we accept applications regardless of your ethnic or cultural background, age, gender, nationality, religion, disability, or sexual orientation.

We’re excited to have you on board. Let’s take care of tomorrow.

Note: Diversity of minds is an integral part of Allianz's corporate culture. One way to achieve diverse teams is through the periodic rotation of Allianz Executive employees between functions, Allianz entities, and geographies. Therefore, the company expects its employees to have an open mindset and a strong motivation to regularly change positions and accumulate experiences across the Allianz Group.