Pro Retention Specialist
ServiceTitan
Senior Director, Customer Retention
Farmers Insurance
full-time
Posted on:
Location: Arizona, Kansas • 🇺🇸 United States
Visit company websiteSalary
💰 $143,360 - $255,500 per year
Job Level
Senior
About the role
- Sr. Director of Customer Retention responsible for shaping vision and execution of enterprise-wide retention initiatives.
- Oversee multiple teams and leaders to execute retention strategies at scale.
- Partner with senior executives across Customer Experience, Digital Strategy, Product, and Operations.
- Accountable for delivering measurable improvements in customer loyalty, operational efficiency, and long-term value.
- Set strategic direction for customer retention aligned with business growth and customer experience goals.
- Drive cross-functional collaboration to integrate retention into product design, service delivery, and digital experiences.
- Oversee development and deployment of tools, analytics, and technologies for proactive and personalized retention efforts.
- Serve as a key voice in executive forums, providing insights and recommendations based on customer data and market trends.
- Lead change management efforts and manage large-scale budgets and resources.
- Champion diversity, equity, and inclusion within the retention organization.
Requirements
- Bachelors degree required.
- Masters degree MBA or similar advanced degree in business preferred.
- 10+ years of experience in customer retention, service operations, or customer experience.
- At least 5 years in senior leadership.
- Leadereship experience within Retention or Sales and Service team at a P&C Insurance company highly preferred.
- Demonstrated success in leading large teams and driving enterprise-level transformation.
- Deep understanding of customer behavior, analytics, and digital engagement strategies.
- Exceptional leadership, communication, and strategic thinking skills.
- Experience managing large-scale budgets and resource planning.
- Ability to lead change management and champion diversity, equity, and inclusion.
