Senior Manager, Retention Strategy & Data

Description:

As Senior Manager, Retention, Strategy & Data you will develop and deliver retention strategies that support member engagement and retention. Working with stakeholders across the organisation, the role designs, deploys, and optimises retention activities that enhance proactive retention as well as targeted remediation activities across all channels and product lines. The role uses complex data to develop expert insights, works cross-functionally and within the latticed COO operating model to facilitate an enterprise approach to retention. The role is highly collaborative and can traverse the spectrum from strategic to tactical and bring stakeholders on the journey with them.

Responsibilites

• Lead the development and execution of comprehensive and fit-for-purpose retention strategies that reduce lapse rates and member churn.
• Use data-led insights, underpinned by deep subject matter expertise, to identify at-risk members and develop and facilitate the execution of targeted, timely, and comprehensive responses and interventions.
• Execute a data-led approach to retention through monitoring member sentiment and reviewing strategies and approaches regularly to ensure they support both HCF’s business objectives and risk appetite.
• Support senior management to lead HCF’s strategic and tactical response to market changes and challenges in relation to lapses and churn trends/events.
• Provide data-driven guidance to the Senior Manager, Contact Centre to optimise the performance and activities of the retention contact centre team.
• Design and lead the execution of member engagement activities.

About You

• Proven experience in managing enterprise wide retention programs and activities within a large organisation.
• Data-driven mindset, with the ability to interpret customer insights, behavioural analytics, and performance metrics to drive retention and engagement strategies.
• Understanding of the PHI and insurance industry, products, and customer segments.
• Ability to influence across cross-functional teams and present complex ideas and strategies in a clear and compelling manner.
• Excellent written and oral communication skills, particularly in the preparation of business cases, proposals, presentations, and reporting documents.
• Strong financial management and commercial judgement.
• Demonstrated experience in leveraging new ways of working (e.g., agile, test/learn etc.) to drive improved outcomes.

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover over 1.9 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.
We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.

Culture & Benefits
Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:

• 50% subsidy on HCF hospital and/or extras cover

• 18 weeks of parental leave for all new parents

• Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more

• Discounts on HCF’s products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.

Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.

Next steps
If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – peopleservices@hcf.com.au to discuss.
We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.