About the Role

We're looking for an experienced people leader to join our International Health business as a Loyalty and Retention Manager.

In this role, you'll lead and develop a Glasgow-based team focused on delivering excellent customer outcomes while driving customer retention and portfolio persistency. You'll create a high-performing, customer-centric environment through effective coaching, performance management, and data-driven decision-making.

Working closely with Sales, Service, Operations, Compliance, and other business partners, you'll identify opportunities to improve customer experience, operational effectiveness, and long-term business performance. This role offers an exciting opportunity to influence customer loyalty strategies, develop talent, and contribute to the continued success of a growing international business.

The role requires flexibility to support agreed team operating hours and provide leadership coverage where required.

What You'll Do

• Lead, coach, and develop a team of retention professionals, driving strong performance across customer, productivity, quality, compliance, and persistency measures.
• Translate business priorities into clear team objectives, performance expectations, and operational plans.
• Use customer, operational, and performance data to identify trends, risks, opportunities, and areas for continuous improvement.
• Deliver structured coaching, quality reviews, performance discussions, and development planning to support colleague growth and effectiveness.
• Manage performance proactively, recognising success, addressing underperformance, and building future succession capability within the team.
• Monitor workloads, case management, and team capacity to ensure customers receive timely and effective support.
• Partner with stakeholders across Sales, Service, Operations, Compliance, and other support functions to improve customer outcomes and business performance.
• Lead process improvement initiatives and customer journey enhancements, measuring the impact and effectiveness of changes implemented.
• Produce meaningful reporting, insights, and recommendations for operational leaders and senior stakeholders.
• Support recruitment, onboarding, training, and capability development activities within the team.
• Identify and escalate customer, conduct, operational, or compliance risks, ensuring appropriate actions are taken.

What You'll Bring

• Experience leading, coaching, and developing customer-facing teams within retention, sales, account management, customer service, or a similar environment.
• Proven experience delivering against customer, commercial, quality, and operational performance measures.
• Strong analytical skills, with experience using data and reporting to identify trends, diagnose issues, and drive action.
• Experience operating in a regulated or quality-controlled environment with a strong focus on customer outcomes.
• Strong stakeholder management and communication skills, with the ability to influence and collaborate across multiple functions.
• Experience managing multiple priorities and making sound decisions in a fast-paced operational environment.
• Confidence using CRM systems, Excel, and performance reporting tools to manage team performance and business outcomes.
• Experience leading change, process improvements, or operational transformation initiatives.

Nice to Have

• Experience within insurance, healthcare, financial services, or another regulated customer environment.
• Knowledge of customer retention, renewals, persistency, or customer lifecycle management.
• Experience leading both inbound and outbound customer contact teams.
• Experience using Salesforce reporting, dashboards, or related CRM analytics tools.

Why You'll Love Working Here

• Competitive salary
• Multicultural and hybrid working environment
• Private Medical Insurance
• Employee Wellbeing Benefits
• Educational Development Program