Retention Relationship Manager WR

3 days ago

Jeddah, Makkah Province, Saudi Arabia MEDGULF Saudi Arabia Full time

Summary:

The Retention Relationship Manager is responsible for developing and maintaining strong, long-term relationships with our clients to ensure customer retention and satisfaction. This role focuses on understanding client needs, resolving issues, and ensuring that customers continue to receive value from our products or services, hence renewing the policies with Medgulf.

Duties and Responsibilities:

After sales service by accommodating all the client's requests and containment of all their inquiries with regards to (Health & Life, Motor & General)

Monitor client satisfaction levels and proactively address any issues or concerns.

Develop a deep understanding of client needs and work with internal teams to meet those needs.

Regularly assess client accounts and offer tailored solutions to ensure long-term engagement

Facilitate all assigned clients daily requests with regards to additions / deletions, updates, approvals, claims including cash claims & providers with all related stakeholders

Introducing Medgulf after sales services, and explaining how and when to benefit from such services

Act as a mediator between clients and internal teams to resolve any service or product-related issues.

Provide timely solutions to prevent client dissatisfaction and potential loss of business.

Direct communication with clients, and coordinator insurance around the clock

Achieve the set KPIs with regards to targets, Retention ratio and high level of service

Conduct visits to existing clients and contain clients requests with all related stakeholders

Ensure alignment with UW & operation team upon submitting quotations and issuing policies with regards to agreed terms & conditions

Support in raising, escalating & solving IT / system issues that will hinder the high standards of service with related stakeholders

Support in Legal related matters with regards to NDAs, agreements and contracts with all related stakeholders

Support in providing statement of account and collaborate with the collection team in following up with regards to collecting the remaining installment(s)

Facilitate quarterly performance reports updates to clients for their policy performance

Accommodate clients renewals with regards to submitting quotations, updates and assure issuance policies with all related stakeholders are issued and linked properly

Priorities & facilitate urgent clients requests and coordinate with related stakeholders to abide by the agreed SLA

Support in highlighting hiccups, issues & challenges and recommend a suitable solutions with all related stakeholders

Coordinating with the marketing department and providing them with the organizations' logos to make the offers referred to in the agreements.

Minimum Requirement

  • Bachelor's degree in Business Administration, Marketing, or a related field (preferred).
  • 2+ years of experience in customer service, account management, or retention-focused role

Qualifications

  • Proven experience in Client retention, account management, or relationship management.
  • Strong communication, negotiation, and problem-solving skills.
  • Ability to build and maintain professional relationships with a diverse set of clients.
  • Analytical mindset with the ability to interpret customer data and trends.

  • A customer-centric approach with an understanding of the importance of client satisfaction.

  • Experience in CRM software and other retention tools.

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