Retention Execution Specialist

About the role - Mō te turanga mahi

The Retention Execution Specialist plays a key role in AMP New Zealand’s proactive customer retention efforts, executing and refining targeted strategies to foster loyalty and reduce churn. The specialist will also be responsible for the creation, review and refinement of all product communications that are sent to the customer base.

This role works closely with the Customer Services Manager – Retention & Product Communications Delivery to lead execution initiatives and contribute to process improvements to drive customer loyalty and retention. The specialist is expected to demonstrate initiative, advanced analytical skills, and a strong customer focus. The ability to effectively communicate and create product communication collateral which are easy for customers to understand is critical.

Continuous improvement is embedded in the role, with a commitment to helping to refine customer experience and retention outcomes through feedback loops, sentiment analysis, and regular review of Net Promoter Score (NPS) and complaints insights.

In this role you will:

• Assist with the implementation and refinement of data-driven retention tactics using predictive analytics and real-time engagement tools.
• Leverage feedback, sentiment analysis, and complaints insights to continuously refine outbound and retention strategies.
• Create, refine and deliver product communications at scale.
• Foster consultative, empathetic customer interactions that build loyalty and trust.
• Participate in feedback loops, contribute to regular reviews of Net Promoter Score (NPS) and complaints data, and suggest improvements to retention and communication processes.
• Assists Manager with quality marking of outbound and concierge consultants to provide coaching & feedback. Use these insights to continually improve the outbound and concierge customer calls and conversion rates.
• Track and report on retention metrics, customer outcomes, and emerging pain points to inform ongoing strategy.
• Work collaboratively with data and insights team to ensure reporting is fit for purpose and provides timely insights.
• May lead small projects or pilots to test new retention approaches or to improve customer workflows and experiences.

What you’ll need to succeed - E rapu ana mātou

• Proven experience in customer retention initiatives
• Experience producing and reviewing large scale customer communications.
• Experience implementing continuous improvement and feedback mechanisms.
• Analytical mindset with experience using data and feedback to drive delivery.
• Able to translate insights into action and communicate effectively with stakeholders across the business
• Demonstrated ability to work independently and to lead initiatives within a team

Who we are – ko wai tātau

We’re a leading provider of KiwiSaver, helping our clients to determine the best strategies to reach their financial goals. We also offer a range of general insurance products to help provide financial security, including house, car, contents, and travel insurance.

Our purpose – helping people create their tomorrow – describes why we exist and our commitment to customers, partners, the community, and other key stakeholders. At the heart of everything we do is our commitment to deliver strong and sustainable outcomes for our customers, to help them get where they want to go in life.

We recognise the vital role business needs to play to support our communities. That’s a key part of who we are and what we do. We’re proud to be:

• Pride Pledge certified.
• Living Wage accredited.
• Toitū net carbon zero certified.
• Partner of mental health charity Voices of Hope

Looking after our people - Te manaaki me te tiaki i te katoa

Te whakaute hei paparahi, kia toitū tea o hurihuri nei - Care is the foundation of living a meaningful and sustainable life.

At AMP we are dedicated to fostering an inclusive and culturally rich environment that reflects Aotearoa New Zealand and celebrates the diversity of our workforce. A key part of our journey is to embrace and advocate values of Te Ao Māori – the Māori world view. As we continue to build on this, the implementation of Maori customs and protocols into our business culture and practices is another significant step forward. At AMP we encourage our staff to engage and build competency in this space, as we strive to foster stronger connections with our clients, partners and the communities we serve.

Financial wellbeing is key to leading a fulfilled and happy life. But wellbeing for us is about more than just money. Which is why in addition to several market-leading financial benefits, we provide our people with opportunities and support to develop and grow their careers as well as a range of wellbeing initiatives, including:

• Up to 6% employer superannuation contribution
• Free life insurance
• Free income protection insurance
• Free Southern Cross health insurance
• Flexible working environment
• Access to our wellness programme, including free skin checks and flu vaccinations.

So, if like us you have a passion for helping Kiwis achieve a brighter future, apply today!