Job Description

The Enrollment & Retention Head will lead the organization's enrollment, membership, renewal, and customer retention functions to ensure a smooth and reliable customer experience from onboarding to long-term account continuity. This role is responsible for improving enrollment accuracy, strengthening renewal performance, reducing churn, and ensuring that members, policyholders, or clients remain engaged and properly supported throughout their lifecycle.

The position requires a strong background in customer retention, renewals management, customer lifecycle management, and team leadership. The successful candidate will play a key role in protecting recurring business, improving service quality, and building effective retention programs that support sustainable growth.

Core Responsibilities

Enrollment & Membership Operations

• Oversee end-to-end enrollment, membership, policy onboarding, renewal, cancellation, and reactivation processes.
• Ensure accurate, complete, and timely processing of enrollment and membership records.
• Monitor daily enrollment volume, pending cases, processing turnaround time, and service-level compliance.
• Improve workflows to reduce errors, delays, duplicate records, and customer or member complaints.
• Ensure records are properly maintained in the company's CRM, policy administration system, or membership management platform.

Retention, Renewals & Customer Lifecycle Management

• Develop and implement retention strategies to improve renewal rates, customer loyalty, and long-term membership continuity.
• Manage renewal pipelines, at-risk accounts, lapsed members or policyholders, and reactivation opportunities.
• Identify churn drivers and recommend action plans to improve customer retention.
• Lead retention, win-back, renewal reminder, and customer engagement initiatives.
• Work closely with Sales, Customer Service, Account Management, Billing, Claims, Operations, and Marketing to ensure a consistent customer experience.

Team Leadership & Performance Management

• Lead, coach, and manage the enrollment and retention team to ensure productivity, quality, and service excellence.
• Set clear team goals, performance standards, and operating procedures.
• Monitor individual and team performance against KPIs, SLAs, quality targets, and renewal objectives.
• Conduct regular coaching, performance reviews, and process alignment meetings.
• Promote accountability, customer focus, and continuous improvement within the team.

Reporting, Analytics & Process Improvement

• Prepare regular reports on enrollment volume, renewal conversion, retention rate, churn rate, SLA performance, complaints, and team productivity.
• Analyze customer/member data to identify trends, risks, process gaps, and improvement opportunities.
• Recommend process improvements, automation, system enhancements, and data quality initiatives.
• Ensure compliance with internal policies, data privacy standards, documentation requirements, and regulatory guidelines.
• Provide management with insights, risks, and recommendations related to enrollment and retention performance.

Escalation & Stakeholder Management

• Handle complex enrollment, renewal, billing, membership, or retention-related escalations.
• Coordinate with internal teams to resolve service issues that may affect customer satisfaction or retention.
• Support business reviews, planning sessions, and retention strategy discussions as needed.

Key Requirements & Qualifications

• Bachelor's degree in Business Administration, Marketing, Management, Healthcare Administration, Insurance, or a related field.
• At least 5 years of experience in customer retention, enrollment operations, membership management, policy administration, renewals management, customer lifecycle management, customer success, or client retention programs.
• At least 2 years of leadership or supervisory experience handling enrollment, retention, customer service, account management, or operations teams.
• Experience in insurance, HMO, healthcare, financial services, BPO, shared services, or membership-based organizations is highly preferred.
• Strong understanding of customer/member lifecycle processes, including onboarding, renewals, retention, cancellations, and reactivation.
• Proven ability to develop and execute retention, renewal, win-back, or customer engagement strategies.
• Strong analytical skills with experience tracking retention rate, renewal conversion, churn, SLA, productivity, and customer satisfaction metrics.
• Proficiency in CRM systems, customer databases, Microsoft Excel, and reporting tools.
• Excellent leadership, communication, stakeholder management, coaching, and escalation-handling skills.
• High attention to detail, process discipline, and customer-service orientation.

Key Performance Indicators

• Enrollment processing turnaround time and accuracy rate.
• Renewal conversion rate and customer/member retention rate.
• Churn, cancellation, lapse, or non-renewal reduction.
• SLA compliance for enrollment, renewal, and issue resolution.
• Customer/member satisfaction and escalation resolution rate.