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- Tasks: Lead a team to enhance customer retention and ensure compliance in sensitive situations.
- Company: Join the Pure Group, a market leader in end-of-life planning with a people-centred approach.
- Benefits: Enjoy a competitive salary, performance bonuses, flexible working, and comprehensive support.
- Other info: Dynamic work environment with opportunities for personal growth and development.
- Why this job: Make a real difference by helping customers navigate important life decisions with empathy.
- Qualifications: Experience in retention roles, strong leadership skills, and understanding of FCA regulations.
The predicted salary is between 40000 - 45000 ÂŁ per year.
Salary: ÂŁ40,000 to ÂŁ45,000 dependent on track record
Location: Andover
Hours: 37.5 hours per week
We are the Pure Group, and we’re looking for a motivated Retentions Manager to join our team in Andover. This is a rewarding opportunity for someone who leads by example, takes pride in their work, and is passionate about improving long‑term policy persistency and delivering fair customer outcomes while protecting business revenue.
Who are we? The Pure Group was formed with the primary focus to disrupt the market and has grown into a leading group of companies specialising in end‑of‑life and later‑life planning – including funeral plans, insurance products and cremation services. We’re fast‑moving, high‑growth, and entrepreneurial, with a direct‑to‑consumer model and FCA regulation. We’re proud to be the market leader, with phenomenal brand awareness, and more 5‑star Trustpilot reviews than any of our competitors. We take pride in our Pure Values – we Care Deeply about our customers and each other, we Take Accountability for everything we do, and we Never Settle for second best. Working at Pure means joining a diverse, passionate, and growing team that truly makes a difference.
Job purpose: The role of Retentions Manager is important to lead our customer retention strategy within a regulated funeral plan sales environment. This role is critical in ensuring customers fully understand the value of their plans, remain confident in their decisions, and receive fair, compliant, and empathetic service throughout their journey. You will oversee a team responsible for handling cancellations, objections, and vulnerable customer interactions, ensuring all activity aligns with FCA regulations and delivers good customer outcomes.
Summary of responsibilities and duties:
- Lead, coach, and develop a high‑performing retentions team
- Design and implement effective retention strategies that balance commercial outcomes with regulatory compliance
- Handle complex or escalated cancellation requests with professionalism and sensitivity
- Ensure all customer interactions meet FCA standards, including Consumer Duty requirements
- Monitor performance metrics (retention rates, complaints, quality scores) and drive continuous improvement
- Collaborate with Compliance, Quality Assurance, and Training teams to maintain best practices
- Identify trends in customer behaviour and feedback to inform product and service improvements
- Maintain accurate reporting and documentation for audit and regulatory purposes
Skills & Experience:
- Proven track record in a retention or customer save function, ideally within financial services or regulated sales
- Strong understanding of FCA regulations and Consumer Duty principles
- Demonstrable leadership experience managing and developing teams
- Excellent communication and objection‑handling skills, particularly in sensitive situations
- Ability to balance commercial targets with ethical and compliant decision‑making
- Strong analytical skills with a track record of using data to drive performance
- Empathy and emotional intelligence, especially when dealing with bereavement‑related products
Personal Attributes:
- Empathetic and customer‑centric approach
- High integrity with a strong focus on fair outcomes
- Commercially aware while balancing regulatory responsibility
- Resilient and adaptable in a sensitive and complex industry
- Strong attention to detail and quality standards
Competitive base salary with performance‑related bonus, Life Assurance, Company Pension or SMART Pension option, Hybrid/flexible working options, Family‑friendly occupational benefits, Employee Assistance Programme – 24/7 support, Comprehensive Induction and Learning and Development Academy, Discounted Gym Membership and Cycle to Work Scheme, Friendly, supportive modern working environment with free on‑site parking.
If you’re looking to join a company that is fast‑moving, people‑centred and committed to doing things differently, and where your work truly matters, then this could be the opportunity to play a key role in a business that provides meaningful services to customers at important moments in their lives. You will have the autonomy to shape retention strategies while ensuring customers are treated fairly, transparently, and with care.
The Pure Group strives to be an equal opportunity employer. We welcome applications from all backgrounds — regardless of age, gender, ethnicity, sexual orientation, disability, religion or belief. We celebrate difference, because we believe it enriches our work and helps us care more deeply. If you’d like extra support or adjustments during the recruitment process, please let us know.
Retentions Manager in Andover employer: Pure Cremation
Contact Detail:
Pure Cremation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retentions Manager in Andover
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their mission and how your skills align with their goals. This will help you stand out as someone who truly cares about what they do.
✨Tip Number 3
Practice your pitch! Be ready to explain why you're the perfect fit for the Retentions Manager role. Highlight your experience in customer retention and your understanding of FCA regulations to show you mean business.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at Pure Group.
We think you need these skills to ace Retentions Manager in Andover
Some tips for your application 🫡
Show Your Passion: When writing your application, let your passion for customer retention and service shine through. We want to see how you care deeply about making a difference in customers' lives, especially in sensitive situations.
Tailor Your Experience: Make sure to highlight your relevant experience in retention or customer save functions. We’re looking for someone who understands FCA regulations and can balance commercial outcomes with compliance, so be specific about your achievements!
Be Authentic: We value authenticity, so don’t hesitate to share your personal approach to leadership and team development. Show us how you take accountability and never settle for second best in your work.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to review your application and get you on board with our fantastic team!
How to prepare for a job interview at Pure Cremation
✨Know Your Stuff
Before the interview, make sure you understand the Pure Group's mission and values. Familiarise yourself with FCA regulations and Consumer Duty principles, as these are crucial for the Retentions Manager role. Being able to discuss how your experience aligns with their focus on customer care and compliance will impress the interviewers.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led and developed teams in the past. Highlight specific strategies you've implemented that improved retention rates or customer satisfaction. This will demonstrate your capability to lead a high-performing team and align with the company's goal of delivering fair customer outcomes.
✨Handle Sensitive Topics with Care
Given the nature of the products involved, be ready to discuss how you approach sensitive situations, especially when dealing with bereavement-related products. Share experiences where you've shown empathy and emotional intelligence, as this is key to ensuring customers feel valued and understood.
✨Data-Driven Decision Making
Be prepared to talk about how you've used data to drive performance in previous roles. Discuss any metrics you've monitored, such as retention rates or quality scores, and how you've used this information to inform your strategies. This will show that you can balance commercial targets with ethical decision-making.