Responsibilities

• Create and deliver customer retention and cross-sell strategies across products, brands, and distribution channels.
• Lead the end-to-end retention and cross-sell customer journeys, including customer communications, digital experiences, contact strategies, and channel delivery.
• Analyse and explain retention, cancellation, cross-sell, and multi-product performance, identifying trends and opportunities for improvement.
• Use data-driven insight to understand customer behaviours, retention risks, product affinity opportunities, and cross-sell potential.
• Collaborate with Pricing, Operations, Marketing, Digital, Data, Distribution, and BICOE teams to optimise customer outcomes and commercial performance.
• Own and deliver strategic roadmaps, initiatives, and projects that enhance customer retention and grow multi-product relationships.
• Lead trading discussions and influence decision-making through clear recommendations and performance insights.
• Develop strategies that increase uptake of product add-ons, improving customer value and driving incremental revenue growth.
• Lead, coach, and develop a high-performing team, ensuring ambitious performance targets are achieved.
• Chair and manage cross-sell governance forums, ensuring priorities are aligned and initiatives are delivered effectively.

Requirements

• Strong analytical and numerical skills with the ability to interpret complex data and performance trends.
• Experience developing and delivering customer retention, customer growth, or cross-sell strategies.
• Ability to turn complex information into engaging and accessible communications.
• Experience using customer insight and data analysis to shape business strategy and improve customer outcomes.
• Strong stakeholder management skills with the ability to influence and collaborate across multiple business functions.
• Experience leading cross-functional projects and delivering business change initiatives.
• Proven people leadership experience, including coaching, development, and performance management.
• Strong commercial awareness and the ability to balance customer, regulatory, and business considerations.
• Experience presenting recommendations and performance updates to senior stakeholders.
• Understanding of customer journeys and how to optimise customer experiences across multiple channels.

Preferred

• Understanding of insurance, financial services, or other customer-centric regulated industries.
• Knowledge of trading and pricing principles.
• Experience managing retention, customer lifecycle, or customer value strategies.
• Experience identifying and delivering multi-product growth opportunities.
• Knowledge of digital customer engagement and proposition development.
• Experience working with external data sources to support customer insight and strategic decision-making.
• Exposure to governance forums and senior leadership committees.
• Responsible Artificial Intelligence usage.

Benefits

• - Flexible buy/sell holiday options
• - Hybrid working
• - Annual performance related bonus
• - Contributory pension scheme
• - Development days
• - A discount up to 50% on a range of insurance products including car, home and pet
• - Retail discounts
• - Volunteering days
• Our Ways of Working Do you need flexibility with the hours you work? Let us know as part of your application and if it’s right for our customers, our business and for you, then we’ll do everything we can to make it happen. Here at Allianz, we are signatories of the ABIs flexible working charter. We believe in supporting hybrid work patterns, which balance the needs of our customers, with your personal circumstances and our business requirements. Our aim with this is to help innovation, creativity, and you to thrive - Your work life balance is important to us. Inclusive Support & Accessibility At Allianz, we are committed to fostering building an inclusive, accessible workplace where everyone can thrive. As a Disability Confident employer, we welcome applications from disabled and neurodivergent candidates and offer tailored adjustments throughout the recruitment process and in the workplace, whether that’s assistive technology, ergonomic equipment, flexible working arrangements, mentoring or coaching. We want to encourage candidates to speak with us about any adjustments they may need. We’re here to support you.