Manager - Enterprise Retention

The Manager - Enterprise Retention leads a high-performing team responsible for preserving client relationships, mitigating cancellations, and driving long-term policy retention across the organization. This role provides strategic direction, operational oversight, and coaching to ensure team members deliver consistent, consultative, and compliant client experiences. The manager is accountable for retention outcomes, workflow optimization, and the development of talent capable of handling increasingly complex retention scenarios. Through data-driven decision-making and cross-department collaboration, this leader strengthens client loyalty, enhances revenue stability, and supports the evolution of enterprise retention strategies.

The Manager - Enterprise Retention oversees daily operations, performance management, and strategic initiatives within the retention function. This role ensures that team members effectively evaluate client needs, navigate carrier options, and present tailored solutions that balance coverage, price, and long-term value. The manager drives continuous improvement by refining workflows, monitoring compliance, and identifying opportunities to enhance client engagement.

This position partners closely with senior leadership, training, operations, and carrier relations teams to implement new processes, support pilot programs, and maintain alignment with organizational goals. The manager also plays a key role in workforce planning, talent development, and fostering a culture of accountability, professional growth, and exceptional service., * Lead, coach, and develop team members to ensure consistent delivery of high–quality retention interactions.

• Oversee daily operations, including queue management, workload distribution, and performance monitoring.
• Ensure team adherence to compliance standards, documentation requirements, and carrier guidelines.
• Support escalated client situations requiring advanced problem–solving or negotiation.
• Collaborate with internal partners to refine workflows, enhance training programs, and support new initiatives.
• Drive continuous improvement through process optimization, technology adoption, and feedback loops.
• Monitor and report on key performance indicators, including retention rates, productivity, quality, and client satisfaction.
• Foster a positive, accountable, and growth-oriented team culture.

Strategic Planning, Customer Relations, Retention Programs, Customer Experience, Coaching, Talent Management, Operational Strategy, Maintain Compliance, Continuous Improvement, Performance Management