The Retention Manager is responsible for supporting the delivery of customer retention strategies and initiatives across relevant channels and operational teams.
Reporting into the Head of Retention, Strategy & Operations you will be responsible for driving the delivery of member retention initiatives across operational, digital, communication and frontline channels. You'll work closely with stakeholders across Member Growth, Marketing, Digital, Customer Operations, Analytics and Member Experience to turn insights and strategy into practical actions that improve member outcomes and reduce customer churn.
This is a highly collaborative role that combines customer focus, business acumen and delivery expertise to ensure retention initiatives are embedded effectively into day-to-day operations.
At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we’ve been putting our members and their health first. As Australia’s largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.
We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.
Purpose-driven passion
We’re united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.
Wellness and work-life balance
We’ll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:
Collaboration and inclusivity
We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.
Continuous learning and growth
We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.
If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition – peopleservices@hcf.com.au to discuss.
We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.
For over 90 years, our members have trusted us to protect their health and wellbeing, and in return we’ve provided quality cover and healthcare that’s right for them.
Because as Australia’s largest not-for-profit health fund, we believe in delivering our members a level of care that’s uncommon.
From humble beginnings in 1932, we’ve grown to become the nation’s largest not-for-profit health fund, helping to protect the health and wellbeing of over 1.8 million Australians with health, life, travel or pet insurance. And we remain constant to our not-for-profit charter, continuing to provide the highest standard of healthcare while returning more benefits to our members.
We’re also proud of our many industry firsts. Over the years, we’ve been at the forefront of healthcare innovation, from introducing the first multicover plan to “cover the gap” in extras services, to opening one of the first health fund operated dental centre networks and launching Australia’s first on-demand injury cover*.
Because we believe in making healthcare understandable, affordable and high quality for our members, they’re empowered to make informed decisions about their health.
Through the HCF Catalyst program, we continue to invest in the future of Australia’s health by supporting small businesses with big ideas, and fund researchers working to improve health outcomes for all Aussies through the HCF Research Foundation.
We’re also committed to investing in the health and wellbeing of our staff. At HCF, we value diversity, inclusion and equality in the workplace, and are dedicated to creating a working culture where staff can flourish. We believe that giving employees a safe, healthy and sustainable work environment is a priority.
* Issued by HCF Life. Consider the PDS and TMD at getflip.com.au.
