Are you committed to bringing your best to life every day? At Acenda, we draw on over 135 years of heritage to empower a brighter future with security and confidence. Our values-driven business strives for high performance and growth as we look towards the future. As part of the global Nippon Life Group, we will enhance our capabilities and further strengthen our enduring commitment to putting customers at the heart of everything we do. And to support our partners to do the same. We believe that when people have the support, clarity, and confidence they need, they can do their best work and build a future they’re proud of. We encourage our people to take life on – inside and outside of work – to grow and make a real impact for our customers, partners, and each other. The role Reporting into the Senior Manager, Retention Strategy and Performance, the Client Retention Manager is a newly created role within the Value Retention and Customer Experience team. Based in our Melbourne office, this role is focused on retaining at-risk customers and protecting inforce premium across the Southern region, with a strong emphasis on customer outcomes, lapse reduction, and long-term portfolio value. You will proactively identify retention risk and deliver targeted, practical solutions to reduce lapses. Working closely with advisers as key stakeholders, you will support the retention of their clients by providing insight, options, and guidance that enable better customer conversations and outcomes. Acting as a critical link between strategy and execution, you will help translate retention initiatives, repricing activity, and product changes into clear, customer-focused actions. The role plays an important part in balancing customer needs, commercial outcomes, and adviser experience during a period of strategic change. About you You are an experienced retention or inforce professional with a strong understanding of customer behaviour, lapse drivers, and the life insurance environment. You are customer-centric, analytical, and commercially aware, with a genuine motivation to keep customers protected while supporting sustainable business performance. You are comfortable operating in a dynamic environment, working across multiple stakeholders, and making sound judgement calls where customer needs and commercial considerations intersect. Skills You bring: · Experience in retention, inforce management, customer outcomes, CX, claims, or policy servicing within life insurance or financial services · RG146 compliance, with current and practical knowledge of life insurance products · Strong experience analysing lapse drivers, customer risk indicators, and inforce data to prioritise and manage retention activity · The ability to develop and deliver effective retention strategies that balance customer needs with commercial outcomes · Confidence working with advisers as stakeholders to support retention outcomes and improve customer conversations · Strong stakeholder management skills, with experience collaborating across product, pricing, CX, distribution and operational teams · Clear communication, problem-solving, and decision-making skills, with the ability to influence outcomes and drive action Bringing our best to life - why join us? · We do work that makes a genuine difference to our customers, partners and community. · We have a supportive, inclusive and flexible team culture, including hybrid working. · We support your growth and development, and careers across our business units and teams that are as unique as our people. · We reward and celebrate our successes, through our incentive and recognition programs. · We offer tools, resources and benefits to support your wellbeing, including additional lifestyle leave. · We connect and celebrate our diversity at work through our social committees and employee groups, and we contribute to our community with paid volunteer leave and through our Reconciliation Action Plan and sustainability commitments. We celebrate the diversity of our customers and community, and we embed diversity, equity, inclusion, and belonging into how we do business. We encourage applications from people of all backgrounds, cultures, experiences, and identities. Should an applicant be the preferred candidate, background checks (including Federal Police Checks, Employment checks, ASIC banned and disqualified persons and Bankruptcy checks) will be completed prior to the candidate's employment being confirmed. The outcomes of the background checks do not automatically bar candidates, however they will be assessed against the inherent requirements of the position.
