Mgr, Customer Retention

Farmers Insurance Careers

5d•Hybrid

About The Position

We are Farmers – where ambition meets opportunity. At Farmers, we’re not just known for unforgettable jingle – we’re a team with a passion for purpose and making a real difference in people’s lives. We deliver peace of mind when it matters most. Our results-driven, high-performance culture thrives on creativity, accountability and bold solutions. Here, growth isn’t just a goal – it’s a way of life for both the organization and every individual on our team. We tackle challenges head-on, learn from every experience and measure our impact on the customers who trust us. Join an award-winning, equal opportunity employer, where you’ll find more than a job – you’ll find a supportive community. Enjoy competitive benefits, take part in meaningful volunteer projects, and help shape the future alongside talented colleagues across all backgrounds. At Farmers, helping others is at the heart of what we do. Ready to make your mark? Discover our vibrant culture and explore career opportunities at www.Farmers.com/careers/corporate. Connect with us on Instagram, LinkedIn and TikTok, and let’s build something incredible together!

Requirements

High School Diploma or equivalent required.
Property and Casualty license required. Licensing exam must be obtained within a designated number of attempts or testing window in the state(s) in which the license is acquired.
Ability to be appointed to sell insurance policies in all states required.
3-5 years of experience in insurance industry required with an emphasis on experience in sales, project management, and customer experience.

Nice To Haves

Bachelors degree preferred.
Product expertise across multiple brands preferred.
Experience in operations management or leadership role preferred.

Responsibilities

Acts as a key member of department leadership team responsible for directing and managing all aspects of retention, new business growth, and customer experience.
Manages the policy processing function to ensure consistency, quality and administration of retaining policies in force and driving new business and renewal revenue.
Contributes to the development and implementation of strategic business plans and retention efforts across multiple Farmers brands.
Leads and supervises direct reports.
Monitors all aspects of team performance, including but not limited to, sales performance, customer experience, work product quality, efficiency, attendance and compliance with established company and regulatory guidelines.
Identifies process and performance deficiencies and recommends courses of action to improve sales and resolve operations problems for the assigned unit.
Implements corrective action as directed.
Provides technical advice and assistance through multiple brands and sales systems.
Leads a team of highly skilled employees focused on retaining policyholders, cross selling, and driving new business revenue across multiple brands and systems.
Ensures team members receive appropriate training.
Maintains effective communication within the department.
Plans, organizes, and directs operations to optimize service delivery, efficiency, productivity and cost effectiveness.
Accountable for customer experience, goal achievement, and quality standards.
Recommends or implements remedial action as necessary.
Completes special projects or other duties as assigned.
Directs policy growth and retention activities to achieve stability, control, and continuous improvement.
Ensures compliance with state/federal regulations and adherence to company guidelines.
Directs the development and execution of short and long-term business and strategic plans for assigned business programs.
Determines and implements industry best practices within operational units.
Reviews and presents statistics, reports, and surveys to verify current operations are consistent with established objectives and policies.
Partners with stakeholders to present results and solutions regarding trends impacting customer experience and retention.
Builds professional skill set by participating in in-house or outside insurance / industry related courses / seminars as deemed necessary to expand product / system knowledge.