Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic team to enhance customer retention and ensure compliance in a fast-paced environment.
- Company: Join the Pure Group, a market leader in end-of-life planning with a strong focus on customer care.
- Benefits: Competitive salary, supportive team culture, and opportunities for personal growth.
- Other info: Be part of a diverse team that values accountability and continuous improvement.
- Why this job: Make a real difference by helping customers feel valued and secure in their decisions.
- Qualifications: Experience in team leadership and a passion for customer service excellence.
The predicted salary is between 40000 - 45000 £ per year.
Salary: £40,000 to £45,000 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
Retentions Manager in Hampshire employer: Pure Cremation
Contact Detail:
Pure Cremation Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Retentions Manager in Hampshire
✨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 what makes Pure Group tick and be ready to discuss how your experience aligns with their mission of delivering fair customer outcomes.
✨Tip Number 3
Practice your pitch! Be clear about your achievements and how they relate to the Retentions Manager role. Show us how you can lead a team and improve retention strategies while keeping compliance in check.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our awesome team at Pure.
We think you need these skills to ace Retentions Manager in Hampshire
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through. We want to see that you care deeply about customer outcomes and have a genuine interest in retention strategies.
Tailor Your CV: Make sure your CV is tailored to the Retentions Manager role. Highlight relevant experience and skills that align with our values and the responsibilities outlined in the job description. We love seeing how your background fits with what we do!
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate when candidates can communicate effectively, just like we do with our customers.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team at Pure!
How to prepare for a job interview at Pure Cremation
✨Know Your Stuff
Make sure you understand the ins and outs of customer retention strategies, especially in a regulated environment. Brush up on FCA regulations and how they impact customer interactions. This will show that you're not just interested in the role but are also prepared to lead a team effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you coached someone through a tough cancellation or objection. Highlight your ability to develop high-performing teams and how you’ve driven results while maintaining compliance.
✨Emphasise Empathy and Customer Care
Since this role involves handling vulnerable customers, be ready to discuss how you approach sensitive situations. Share stories that demonstrate your ability to connect with customers and ensure they feel valued and understood throughout their journey.
✨Be Data-Driven
Familiarise yourself with key performance metrics related to retention rates and customer feedback. Be prepared to discuss how you’ve used data to inform your strategies and drive continuous improvement in previous roles. This will show that you can balance commercial outcomes with regulatory compliance effectively.