Loyalty and Retention Manager

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

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If you require reasonable accommodation in completing the online application process, please email: [email protected] for support. Do not email [email protected] for an update on your application or to provide your resume as you will not receive a response.