Founded in 1985, SelectQuote provides solutions that help consumers protect their most valuable assets: their families, health and property. The company pioneered the model of providing unbiased comparisons from multiple, highly rated insurance companies allowing consumers to choose the policy and terms that best meet their unique needs. Two foundational pillars underpin SelectQuote’s success: a strong force of highly trained and skilled agents, who provide consultative needs analysis for every consumer, and proprietary technology that sources and routes high-quality leads. The company has three core business lines: SelectQuote Senior, SelectQuote Life and SelectQuote Auto and Home. SelectQuote Senior, the largest and fastest-growing business, serves the needs of a demographic that sees 10,000 people turn 65 each day with a range of Medicare Advantage and Medicare Supplement plans.

Job Summary:

SelectQuote is looking for a Customer Retention Manager to create, maintain, and support cross-sell and retention programs for our customer base. The Customer Retention Manager is responsible for owning and continuously improving customer retention and cross-sell strategies. Successful candidates will have a natural intellectual curiosity, a history of brainstorming and developing strategic initiatives, and an ability both to lead projects and promote collaboration.

This position will partner closely with several departments including analytics, Application Development and other IT teams, as well as routinely present updates to executive leadership. The ideal candidate will have experience leading complex projects across multiple cross-functional departments, analyzing performance trends, collaborating with executive leadership, implementing new initiatives, and reporting on success/failure and ROI of new and existing campaigns.

Essential Functions:

  • Build an understanding of SelectQuote Senior’s customer base and key drivers of retention and cross-sell activity through data trends and qualitative feedback
  • Develop strategies to address key customer pain points or vulnerable populations, utilizing tactics such as outbound calls, email, SMS, etc.
  • Iterate strategies with a “continuous improvement” mindset through ongoing testing to yield the best possible outcome for the customer and the organization
  • Analyze customer insights, consumer trends, market analysis, and marketing & operational best practices to build successful strategies
  • Lead and influence cross-functional teams to manage SelectQuote’s customer base, including executive stakeholders in IT, sales, training, business intelligence, and marketing
  • Define and track channel and platform KPI’s, derive key insights from metrics, and devise and execute tests to find solutions to customer pain points
  • Develop and take ownership of detailed execution plans to increase “go-to-market” speed of new initiatives
  • Partner with data analytics team to develop detailed quantitative analysis to address potential challenges and report on success/failure of implemented workflow strategies
  • Produce clear and concise presentations on research/findings, and ROI reporting to executive leadership team routinely
  • Regularly attend project plan meetings to ensure projects are progressing as needed

Knowledge, Skills, and Abilities:

  • Minimum 5 years of experience in marketing management, category customer management, product management and/or customer experience management, including KPI management, or similar experience
  • Experience building, managing, and leading cross-functional teams toward a shared vision and goal
  • Proficient in providing recurring updates to executive leadership and using data to drive recommendations
  • Experience managing external partnerships as well as internal team members
  • Strong history of program management, or project management including KPI reporting
  • Excellent oral and written communication skills, especially relating to presentation development
  • Comfortable and excited to work in a fast-paced, dynamic environment with potentially rapidly changing priorities

    Benefits:

    It’s an exciting time to join SelectQuote. We became a publicly traded company in 2020 with the first 100% virtual IPO (non-biotech) in American history. We have also been recognized nationally on the 2021 Top Workplaces USA list and by the Kansas City Business Journal as a 2020 Best Places to Work honoree.

    Full-time employees are eligible for medical, dental, vision, voluntary short-term disability, company-paid long term disability, company-paid life insurance and accidental death & dismemberment (AD&D), 401(k) + company match and 100% vesting after 4 years, discretionary profit sharing, employee stock purchase program (espp), paid time off, floating holidays, paid maternity leave, paid parental bonding leave, tuition reimbursement, jury duty pay, work from home stipend, and other paid leaves vary based on work location