My First Insurance is a fast-growing, customer-first insurance provider focused on delivering accessible and affordable motor insurance for young drivers and first-time policyholders. We're redefining the insurance experience through innovation, transparency, and a deep understanding of our customers' needs.
As we scale, we're looking for a hands-on Head of Retention/Renewals who thrives in a fast-paced environment and is ready to roll up their sleeves. This role is central to ensuring a business focus on retaining our customers through their policy year and ultimately beyond the renewal of their policy with MyFirst.
Role purpose
The Head of Retention at MyFirst is responsible for leading the strategy, execution, and continuous improvement of all policy retentionactivities, ensuring maximum customer retention throughout the customer lifecycle, sustainable revenue growth, and strong sales performance – saving mid-term cancellations and maximising renewals.
Collaborating closely with sales, underwriting, and customer service teams, the Head of Retention will lead and develop a high-performing team, embedding a culture of accountability, responsiveness, and results-driven excellence. They will leverage data-driven insights to identify cancellation and renewal risks, forecast performance, and implement targeted sales and retention interventions, while optimising pricing, and upsell opportunities. Through refining processes, adopting innovative engagement methods, and ensuring compliance with regulatory requirements, they will protect and grow the customer base, maximise lifetime value, and position MyFirst as a trusted partner throughout the policy lifecycle.
Key Responsibilities
* Lead and own the end-to-end renewals strategy to maximise customer retention, sales conversion, and revenue growth.
* Manage and inspire a high-performing renewals team, fostering a culture of accountability, responsiveness, and sales excellence.
* Drive sales outcomes through effective cross-sell, upsell, and tailored renewal strategies.
* Collaborate closely with sales, underwriting, marketing, and customer service to deliver seamless customer experiences and commercially competitive propositions.
* Use data-driven insights to monitor renewal performance, forecast retention, and identify risks or opportunities for intervention.
* Optimise pricing and offer structures to balance profitability, competitiveness, and customer value.
* Implement and refine processes to improve efficiency, accuracy, and speed of renewal workflows.
* Champion proactive customer engagement, ensuring renewal conversations are timely, personalised, and value focused.
* Ensure regulatory compliance across all renewal and sales activities.
* Report regularly to senior leadership on renewal performance, sales outcomes, market trends, and improvement initiatives.
Key Experience Required
* Proven leadership experience in renewals, sales, or account management within the insurance or financial services sector.
* Strong commercial acumen with the ability to balance revenue growth, retention, and customer value.
* Track record of sales success, including delivering against targets through effective cross-sell, upsell, and retention strategies.
* Excellent people management skills, with experience coaching, motivating, and developing high-performing teams.
* Data-driven decision-making capability, with proficiency in interpreting performance metrics, forecasting, and identifying trends.
* Exceptional communication and negotiation skills, with the ability to influence at all levels and build strong client relationships.
* Strategic thinking combined with hands-on operational execution.
* Customer-first mindset, with a passion for delivering outstanding service and long-term loyalty.
* Strong process improvement skills, with the ability to streamline workflows and embed best practices.
* In-depth understanding of insurance products, regulations, and market dynamics relevant to renewals and customer retention.
Why You'll Love Working with Us:
* Career Growth: Loads of opportunities to move up the ladder and develop your skills.
* Fun Work Environment: Work with an energetic team in a modern farm style office with a great vibe.
* Awesome Perks: Access to a company gym, team socials, and exciting incentives
Due to our HQ being on a farm location you must be a car driver to access the office on a daily basis
Job Types: Full-time, Permanent
Pay: £40,000.00-£50,000.00 per year
Benefits:
* Company events
* Discounted or free food
* Free parking
* On-site gym
* On-site parking
Ability to commute/relocate:
* Chertsey KT16 0AD: reliably commute or plan to relocate before starting work (required)
Work Location: In person
Reference ID: FOH-273