Customer Retention And Renewal Manager

Overview

Join us in shaping the future of customer retention at Tower.

Tower is offering a 15-month fixed-term opportunity for a Retention Manager to influence how we connect, retain, and grow our customer base across Aotearoa and the Pacific.

This is a bold, inclusive, and purpose-driven insurer that celebrates individuality, champions diversity, and puts people at the heart of everything we do.

If you're passionate about creating meaningful customer journeys and driving strategic impact, we'd love to welcome you into our whanau.

What you'll be driving

As the Retention Manager, you will own the retention and renewal journey for our customers and work in partnership with leaders across Tower to define, prioritise and deliver the retention roadmap.

This role will be responsible for ensuring that we achieve optimal retention outcomes by continuously enhancing and enabling great customer outcomes across our digital platform and through our specialist teams.

Your impact will include :

Owning retention outcomes across New Zealand and the Pacific and provide business leadership and decision making for key initiatives that will enhance retention outcomes.

Partnering with CXOs, POs and delivery squads to prioritise and deliver high-impact retention improvements across digital and other channels.

Elevating customer renewal communications by working closely with marketing and communications teams to prioritise and improve key customer communications such as the renewal communications, arrears and non-payment communications and loyalty offers.

Interpreting performance metrics to identify what's working, what's off track, and how to course-correct with confidence.

Understand the drivers of customer dissatisfaction and churn, as well as advocacy and loyalty.

What you'll bring

You're a strategic thinker and a natural collaborator — someone who can rally cross-functional teams around a shared vision and turn insights into action.

As an accomplished and inspiring leader, you'll bring clarity, energy, and empathy to every conversation, helping Tower deliver exceptional customer outcomes during a pivotal moment in our journey.

To thrive in this role, you'll also bring :

Proven experience (5+ years) in a leadership or specialist role focused on customer retention and loyalty, ideally within Financial Services, though we welcome diverse backgrounds.

Agile mindset and experience, with an understanding of agile frameworks and how to drive value through continuous improvement.

Strong cross-functional collaboration skills, with the ability to unite teams across departments to solve complex customer challenges.

A curious and analytical approach, with a knack for interpreting data, spotting trends, and identifying opportunities to improve retention outcomes.

A working knowledge of general insurance or financial services is helpful, but not essential—we value fresh perspectives and transferable skills.

Our commitment

We pride ourselves on encouraging everyone to bring their whole selves to work, embracing diverse opinions, experiences, and backgrounds.

Our commitment is to create an inclusive workplace where our people come first, feel valued, safe, and respected.

What Tower will bring to the table

In addition to a competitive salary, we offer benefits to celebrate and look after our Tower employees.

Highlights include :

Discounts on Tower insurance products of up to 50%

22 days annual leave every year, and the option to buy an additional eight days of leave

A paid day off on your birthday

16 weeks of paid parental leave for the primary carer and 4 weeks of paid leave partner\'s leave.

Wellness leave instead of sick leave, so you can proactively look after your health and wellbeing

Flexible workplace opportunities at our 6 Green Star Fanshawe St office packed with modern technologies, stand-up desks, open space and coffee machines in two large modern kitchens with cafe-inspired dining areas.

Annual Performance Review where you get to showcase your progression.

Career growth - we promote internal capability

Free Life Insurance of up to four times your annual base salary

Retail deals and discounts with Les Mills, JB Hi-Fi, PB Tech, The Coffee Club, Warehouse Stationery and more

Apply now : Ready to embark on a journey where your experience truly matters in the heart of New Zealand and the Pacific\'s insurance industry?

If you are excited about defining a new era of insurance, submit your resume and a detailed cover letter highlighting your impactful career.

Please note : We\'re eager to get the right person on board as soon as possible.

We don\'t have set closing dates, so we\'ll start reviewing applications as they come in.

Don\'t wait—apply now to make sure you\'re considered.

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