Job overview
A passionate leader with a drive for excellence can enjoy shaping the future of customer and intermediary success as the SME Retention Team Manager. In this pivotal role you lead a dynamic team, inspire greatness while delivering outstanding results, drive retention performance, foster operational excellence and develop talented colleagues within a culture of exceptional service and continuous improvement.
Key responsibilities
- Lead, coach, and develop a high‑performing, inclusive team focused on exceptional customer and intermediary outcomes.
- Foster a customer‑first culture by building strong relationships, resolving complex issues, and enhancing satisfaction.
- Achieve retention targets through proactive portfolio management, trend analysis, and continuous improvement initiatives.
- Develop and maintain strong stakeholder relationships across functions to influence and deliver shared business goals.
- Ensure compliance with policies, regulations, and governance standards, promoting a culture of risk awareness and accountability.
- Monitor team performance against KPIs, drive process improvements, and ensure quality standards and operational controls are met.
- Support colleague wellbeing, engagement, continuous learning, and talent development for future capability.
- Provide accurate reporting and insights to inform decision‑making and foster operational excellence.
Work arrangements
At AXA we work smart, empowering our people to balance their time between home and the office in a way that works best for them, their team and our customers. You’ll work at least two days a week (40%) away from home, moving to three days a week (60%) in the future. Away from home means attending the office in Tunbridge Wells, visiting clients or attending industry events.
Your skills & experience
- Strong leadership, relationship management, communication, and analytical skills with a customer‑focused mindset.
- Proven experience managing client or intermediary relationships in insurance, IPMI, or financial services is preferred.
- Successful track record leading and developing high‑performing customer‑facing teams.
- Demonstrated ability to achieve retention, customer satisfaction, and commercial targets.
- Skilled in coaching colleagues to enhance capability and performance.
- Experienced in managing change and driving continuous improvement initiatives.
- Adept at collaborating across multiple functions and regional teams.
- Proficient in using MI and performance data to inform business decisions.
As a precondition of employment for this role, you must be eligible and authorised to work in the United Kingdom.
We’re proud to be an Equal Opportunities Employer and don’t discriminate against employees or potential employees based on protected characteristics. If you have a long‑term condition or disability and require adjustments during the application or interview process, we’re proud to offer access to the AXA Accessibility Concierge. Please send an email to mel.ainscough@axa‑insurance.co.uk.
SME Retention Team Manager in Royal Tunbridge Wells employer: AXA Group
AXA is an exceptional employer, offering a supportive and dynamic work environment in Tunbridge Wells for nurses looking to make a meaningful impact. With a strong focus on employee growth, we provide comprehensive training, flexible working arrangements, and the opportunity to work from home, ensuring a healthy work-life balance. Join our dedicated health support team and enjoy the benefits of being part of a global leader in insurance, where your contributions truly matter.
