Retentions ManagerSalary: £40,000 to £45,000 per annum. dependent on track recordLocation: Office based - AndoverHours: 37.5 hours per weekWe are the Pure Group, and we're looking for a motivated Retentions Manager to join our newly created Retentions team in Andover. This is a rewarding opportunity for someone who leads by example, takes pride in their work, and is passionate about improving long-term policy persistency. and delivering fair customer outcomes while protecting business revenue.Who Are We?The Pure Group was formed with the primary focus to disrupt the market and has grown into a leading group of companies specialising in end-of-life and later-life planning – including funeral plans, insurance products and cremation services. We're fast-moving, high-growth, and entrepreneurial, with a direct-to-consumer model and FCA regulation. We're proud to be the market leader, with phenomenal brand awareness, and more 5-star Trustpilot reviews than any of our competitors. We take pride in our Pure Values – we Care Deeply about our customers and each other, we Take Accountability for everything we do, and we Never Settle for second best. Working at Pure means joining a diverse, passionate, and growing team that truly makes a difference.Job purposeThe role of Retentions Manager is critical in developing a successful customer retention strategy within a regulated funeral plan sales environment. The role will ensure customers fully understand the value and benefit of their plans, remain confident in their decisions, and receive fair, compliant, and empathetic service throughout their journey.You will oversee a Retentions team responsible for handling cancellations, objections, and vulnerable customer interactions, ensuring all activity aligns with FCA regulations and delivers good customer outcomes.Summary of responsibilities and dutiesLead, coach, and develop a high-performing retentions teamDesign and implement effective retention strategies that balance commercial outcomes with regulatory complianceHandle complex or escalated cancellation requests with professionalism and sensitivityEnsure all customer interactions meet FCA standards, including Consumer Duty requirement.Monitor performance metrics (retention rates, complaints, quality scores) and drive continuous improvementCollaborate with Compliance, Quality Assurance, and Training teams to maintain best practicesIdentify trends in customer behaviour and feedback to inform product and service improvementsMaintain accurate reporting and documentation for audit and regulatory purposesSkills & ExperienceYou'll need to have:Proven track record in a retention or customer save function, ideally within financial services or regulated salesStrong understanding of FCA regulations and Consumer Duty principlesDemonstrable leadership experience managing and developing teamsExcellent communication and objection-handling skills, particularly in sensitive situationsAbility to balance commercial targets with ethical and compliant decision-makingStrong analytical skills with a track record of using data to drive performanceEmpathy and emotional intelligence, especially when dealing with bereavement-related productsPersonal Attributes: Empathetic and customer-centric approachHigh integrity with a strong focus on fair outcomesCommercially aware while balancing regulatory responsibility.Resilient and adaptable in a sensitive and complex industryStrong attention to detail and quality standardsOur BenefitsCompetitive base salary with performance-related bonus30 days' holiday plus bank holidaysBupa Health Cash PlanLife AssuranceCompany Pension or SMART Pension optionSupportive, values-driven working environmentHybrid/flexible working optionsFamily-friendly occupational benefitsEmployee Assistance Programme – 24/7 supportComprehensive Induction and Learning and Development AcademyDiscounted Gym Membership and Cycle to Work SchemeFriendly, supportive modern working environment with free on-site parkingIf you want to be part of a fast-moving, innovative company where your work truly matters - and have the freedom to shape retention strategies while making a real difference for customers, ensuring they are treated with care, fairness, and transparency at every step - this could be the role for you.Equal OpportunitiesThe Pure Group strives to be an equal opportunity employer. We welcome applications from all backgrounds — regardless of age, gender, ethnicity, sexual orientation, disability, religion or belief. If you require extra support or adjustments during the recruitment process, please let us know.Please note, we may need to undertake a vetting process through the Disclosure and Barring Service (DBS) or Disclosure Scotland on new employees, dependent on requirement. All gaps in your CV must be disclosed.We reserve the right to close this advertisement early if we receive a high volume of suitable applications.