Loyalty and Retentions Sales Executive in Glasgow

Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Our mission is to improve the health, well-being, and peace of mind of those we serve.

Join our globally recognized brand, where trust, communication, and a positive culture are at the core of everything we do. Our leadership is consistent, approachable, and supportive—ensuring your well-being and work-life balance. We’re looking for individuals who thrive in collaborative environments, are passionate about meaningful change, and want to grow in a company that puts people first.

At Cigna, you’ll be part of a purpose-driven team that values innovation, compassion, and impact. Whether you’re shaping better care experiences or supporting customers through life’s key moments, your work will matter. Grow with us—and help shape the future of healthcare.

About The Role

Reporting to the Loyalty Team Manager, you will take ownership of a dedicated portfolio of existing customers, with responsibility for protecting and growing the value of that book through strong lapse prevention and persistency performance. The role combines proactive relationship management with responsive retention activity. You will actively engage customers throughout the policy lifecycle, including mid‑term and renewal touchpoints, to build loyalty, reinforce the value of their policy, and identify potential risks of cancellation early.

Alongside proactive outreach, you will handle inbound and outbound requests from customers who are considering cancelling or stopping payments on their policy. Using effective listening and objection‑handling skills, you will seek to understand customer concerns, resolve issues where possible, and retain customers in a fair and compliant manner. You will also strengthen customer engagement by delivering tailored communications, including written content and video messages, designed to enhance understanding of policy benefits and reinforce long‑term value. Throughout all interactions, you will aim to deliver a positive customer experience while achieving individual and team retention targets.

You’ll Be Responsible For:

• Take full ownership of a dedicated portfolio of existing customers, managing relationships throughout the policy lifecycle.
• Proactively engage customers through scheduled mid‑term and renewal outreach to build loyalty, reinforce policy value, and identify early cancellation risk.
• Handle inbound and outbound contact from customers who are considering cancelling or stopping payments on their policy at both mid‑term and renewal stages.
• Use effective listening and objection‑handling techniques to understand customer needs, resolve concerns, and retain customers where appropriate.
• Apply policy changes, discounts, or alternative solutions in line with guidelines to prevent unnecessary lapses.
• Identify and maximise appropriate upsell and cross‑sell opportunities within your customer book.
• Achieve individual persistency, retention, productivity, and quality KPIs as set by management.
• Contribute to overall team and business persistency and retention targets.
• Adhere to agreed cancellation, contact, and service level agreements (SLAs).
• Deliver tailored customer communications, including written content and video messages, to strengthen engagement and demonstrate policy value.
• Obtain, complete, and issue all regulatory‑required documentation accurately and within required timeframes.
• Maintain accurate customer records and files in line with data protection and regulatory standards.
• Operate within all regulatory, territorial, and quality assurance guidelines, retaining customers with integrity and always treating them fairly.
• Follow the agreed contact strategy to maximise customer reach and engagement.
• Communicate effectively with internal stakeholders, including client management, medical teams, and colleagues, to resolve customer queries efficiently.
• Actively support team objectives, sharing knowledge and best practice with colleagues.
• Provide guidance and support to less experienced team members where required.
• Identify opportunities for process improvement and make constructive recommendations to management.
• Undertake ad hoc tasks as required to support business needs.

What You’ll Bring To The Role

• Previous experience in a sales/retention environment.
• Experience handling inbound and outbound calls in a non‑advised sales/retention environment.
• Strong customer‑focused approach with the ability to identify issues and deliver effective retention solutions.
• Proven objection‑handling skills, particularly with customers considering cancellation or stopping payments.
• Ability to manage and prioritise a personal book of customers in a fast‑paced, target‑driven environment.
• Excellent verbal and written communication skills, with the ability to build rapport and trust.
• Sound judgement when applying policy changes, discounts, or alternative options in line with guidelines.
• Strong regulatory awareness, with the ability to work compliantly and treat customers fairly.
• Confident team player who contributes positively to shared objectives.

Why You’ll Love Working Here

• Competitive salary.
• Multicultural and hybrid working environment.
• Private Medical Insurance.
• Employee Wellbeing Benefits.
• Educational Development Program.

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.