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Senior Manager of Customer Retention

Boston, MABoston Customer Solutions CenterPermanent (Full-Time)Boston Customer Solutions Center

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Simply Business is more than our name. It's how we approach insurance: Make it clear. Make it simple. Make it affordable. By combining exceptional talent, technology, data, and knowledge, Simply Business is the go-to online insurance brokerage that protects small businesses and the entrepreneurs who work hard to build them. 

We want team members who have the drive to challenge boundaries. If you’re smart and passionate about delivering brilliant customer experiences, we’d love to hear from you.

The Sr. Manager of Customer Retention heads up a cross-functional team to design and implement customer retention strategies to increase loyalty and retain business. This person will have sole authority to move the needle and will be accountable for Retention-related targets and outcomes.

As a Senior Manager of Customer Retention you will:

  • Leverage internal insights and external trends to create a long-term strategy with a clearly defined north star
  • In alignment with that strategy, develop a 6-18 month roadmap that executes on our strategy and that drives significant improvements in our ability to retain our customers from cancellations to renewals enabling us to reach customer LTV goals
  • Act as the organizational expert and point of contact for any Retention related inquiries and feedback
  • Oversee and drive outcomes through a dedicated cross-functional team (engineering, product, DNA, CX, CSC, etc) who are solely focused on customer retention activities
  • Collaborate with numerous business functions to elevate priorities and gain partnership as needed
  • Facilitate/chair brainstorming and planning sessions to ensure priorities are clear with defined approaches
  • Analyze customer feedback and implement retention strategies, and compile insights that drive process and upskilling needs in sales and service
  • Drive the pace of delivery of major initiatives and milestones through ensuring focus and clearly defined outcomes
  • Develop testing capabilities

What we are looking for:

  • 5+ years of experience in program, product leadership, or process improvement
  • Experience in the insurance industry
  • Analytical thinking and data-led storytelling
  • Ability to influence others without reporting line authority
  • People management experience a plus
  • Navigating complexity
  • Organizational Savvy
  • Project Management 
  • Dealing with Ambiguity
  • Drive for Results
What are the benefits?

Here are some of the great benefits and perks that come from being a Simply Business employee:
• A salary that reflects your experience, our pay policy, and the market we’re in from your first day
• Group plan for medical, dental, vision, and prescription drug coverage
• Short term disability, long term disability, and life insurance coverage
• Participation in the Company’s bonus program
• Participation in 401(k) plan with a 3% employer match
• Commuter benefits to help cut down on parking and public transit costs
• 25 days of vacation time plus 10 sick days and 10 company holidays
• Annual company trip, regular outings, and volunteer opportunities 
• An awesome WeWork office with cold brew coffee and other beverages on tap, local pop-up events, and more 

Simply Business is an equal opportunity employer. We're committed to welcoming and helping to grow employees within an inclusive & diverse culture. And that commitment starts with our interview process. 

Once you apply, your info will be reviewed in a committee with employees from different levels, teams, and experiences. We pride ourselves on fostering a sense of community, which is only made stronger by each individual at SB, so you'll have the opportunity to meet a variety of people throughout the process. Get excited!

Want more info on working at Simply Business? Check out our careers page: https://www.simplybusiness.com/careers/ 

What's going on with work from home and return to the office?

More and more, people are talking about going back to the workplace and the new normal. At Simply Business, we’re thinking of it as a Better Normal. That means offering our SBers more choice and greater flexibility to work in a way that’s best for their particular job, their teams, and their lives.

We’re shifting to a hybrid working model, so we’ll have employees working virtually and in the office at any given time.

We’re also aware there are times when working together in person is the best way to get things done. We expect our SBers to connect in their hubs (that’s what we call our offices) most likely once every few weeks. That said, there’s no one-size-fits-all solution, so we expect all SBers and their teams will find the operating rhythm that works best for them.

If you’re wondering what it might be like for you at Simply Business, our Talent Acquisition is happy to answer any questions. In fact for them, it’s perfectly normal.

Most of our interviews will still take place over Zoom (however, depending on the role, there may be the opportunity/expectation to meet members of the team in-person).  If it looks like you could be a good fit for the role, we’ll ask you to interview on Zoom – you’ll need WiFi and a laptop, or a 4G-enabled smartphone. If you don’t have access to either of these, or you need support with your application, get in touch with us at [email protected] Similarly, please email us with any questions or if you want to pause your application for a bit – we’ll be happy to keep you updated on future opportunities like the one above.
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© Copyright 2021 Simply Business. All Rights Reserved. Simply Business is a trading name of Xbridge Limited which is authorised and regulated by the Financial Conduct Authority (Financial Services Registration No: 313348). Xbridge Limited (No: 3967717) has its registered office at 6th Floor, 99 Gresham Street, London, EC2V 7NG.