Retention Consultant

About the role

The Retention Consultant will be based in Rosebank, Gauteng and will focus on proactively retaining customers of micro‑insurance products, including life and non‑life cover. The role aims to reduce churn, increase customer lifetime value and drive upsell opportunities within the MultiChoice ecosystem.

Key responsibilities

• Identify at‑risk customers using behavioural and transactional data and engage them through calls, emails and digital channels to prevent cancellations.
• Maintain deep product knowledge and promote cross‑selling and upselling of additional insurance solutions.
• Build strong relationships with customers to enhance trust, loyalty and satisfaction.
• Use analytics tools to track retention metrics, analyse trends and report on campaign effectiveness.
• Collaborate with sales, product development and customer service teams to align retention initiatives with business goals.

Required profile

• Matric (Grade 12) required; tertiary qualification in Business, Marketing or Insurance preferred.
• Minimum two years’ experience in customer retention, insurance or subscription services.
• FAIS compliance is advantageous.

Required skills

• Strong communication and negotiation abilities.
• Customer‑centric problem‑solving approach.
• Knowledge of micro‑insurance products and retention tools.
• Analytical mindset for interpreting customer data.