Retention Manager

The Retention Manager is responsible for supporting the delivery of customer retention strategies and initiatives across relevant channels and operational teams. Reporting into the Head of Retention, Strategy & Operations you will be responsible for driving the delivery of member retention initiatives across operational, digital, communication and frontline channels. You'll work closely with stakeholders across Member Growth, Marketing, Digital, Customer Operations, Analytics and Member Experience to turn insights and strategy into practical actions that improve member outcomes and reduce customer churn. This is a highly collaborative role that combines customer focus, business acumen and delivery expertise to ensure retention initiatives are embedded effectively into day-to-day operations. Key responsibilities Deliver retention initiatives across customer-facing, digital and operational channels. Translate customer insights, retention strategies and performance data into practical action plans. Coordinate the end-to-end delivery of retention programs, from planning and implementation through to performance monitoring and review. Partner with cross-functional teams to drive successful outcomes and improve member engagement. Monitor initiative performance against agreed targets and KPIs. Identify risks, operational challenges and opportunities for continuous improvement. Capture customer and frontline feedback to inform future retention strategies. You'll bring: Experience in customer retention, customer engagement, customer lifecycle management, customer operations, marketing operations or a related field. Strong understanding of retention drivers, churn reduction strategies and customer value improvement. Experience delivering initiatives across customer-facing channels such as contact centres, digital channels or customer communications. The ability to analyse customer insights, operational data and performance metrics to drive decision-making. Strong stakeholder management and influencing skills. Proven experience coordinating initiatives from concept through to implementation and review. Excellent communication skills with the ability to translate strategy into practical operational actions. Strong problem-solving and risk management capabilities. The ability to thrive in a fast-paced environment while managing competing priorities. Experience within health insurance, financial services, telecommunications, utilities, membership-based organisations or other customer-centric industries will be highly regarded. 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 2 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: Flexible working arrangements 50% subsidy on HCF hospital and/or extras cover Family-friendly certified employer 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 – 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.