Program Manager Retention International

At NN Group, our ambition is to be an industry leader, known for our customer engagement, talented people, and contribution to society. We are strengthening our emphasis on enhancing operational efficiency, and therefore we are focusing on standardization, automation, and re-use without losing our focus on CX and growth. Technology and data will enable us to successfully transform our business. To achieve this, in International we have embarked upon a transformation journey, our Ambition 2027, focusing on several workstreams across our markets. We are excited to work towards our ambitious goals for the future. Are you up for a new challenge and would you like to help us shape the future?

In the Retention workstream central team, you will be responsible for the execution and support of new initiatives run centrally and in business units to increase our customer base.

What you are going to do

The purpose of this program manager role is to agree upon and align retention roadmaps for international initiatives with stakeholders involved, as well as to initiate, design, develop, test, and monitor retention initiatives. The successful candidate will work with country champions to ensure implementation with a clear roadmap, investment and benefit tracking. They will also deliver a blueprint based on all the (best) practices and boosters that have been tested by the BUs. Your key responsibilities include:

• Managing the workstream’s scope, budget, schedule, and execution to accelerate the delivery with quality within the program timeline with regards to central and local retention use-cases
• Formulating clear objectives and key results per initiative and tracking and reviewing whether key results help towards the desired overall target
• Coordinating our eight business units involved in the retention workstream. Understanding their requirements and commonalities
• Co-identifying retention process gaps, and helping to develop solutions to bridge those gaps
• Analyzing data, researching and translating insights into use cases co-created with business units
• Selecting the practices that are to be guiding principles towards the Future Ready state of retention activities in all our BUs and formulating them in a blueprint
• Ensuring strong relationships with business stakeholders to ensure that their needs are being met. This may involve conducting regular meetings, providing status updates, and working with stakeholders to address any concerns or issues.

What do you need to master to be efficient in this role?

The ability and skills to:

• Manage scope, budget, schedules, and resources
• Facilitate smooth communication with team members and stakeholders
• Identify risks and solve problems through analysis
• Make proposals and negotiate towards their implementation

Who you are

• Preferably minimum 7 years of experience in Marketing, Customer Engagement, Customer Experience or Retention management in (life) insurance
• Fluent in English (verbal and written)
• Proactively taking the lead with strong interpersonal and communication skills, also in difficult situations with a positive attitude
• Structured and organized in business analysis and explaining the insights
• Strong in coordinating initiatives, understanding project management, templates, and a project’s lifecycle
• A team player
• Willing to travel

What we offer you

NN invests in an inclusive, inspiring work environment and in skills and competences for the future. We match this with employee benefits that are in line with what is needed today and in the future. This way, we offer our employees the opportunity to get the best out of themselves. We offer you:

• A unique opportunity to play an important role in an international transformation program
• Collaborative opportunities with top-tier business leaders
• You will be exposed to diverse best practices
• Recognition and growth in a forward-thinking organization

We offer this job fully remote as a virtual assignment for 1 to 3 years. As part of this role, you will have an employment contract under the local collective labor agreement (CLA) from one of the 11 countries where NN operates. This means you can apply for the job if you reside in one of the countries where NN is located (Netherlands, Belgium, Czech Republic, Poland, Slovakia, Hungary, Romania, Spain, Greece, Turkey and Japan). Once we know from which country you will perform the job, we will be able to inform you better about the local employee benefits.

You will travel regularly to meet your team. This means that the willingness to travel is important for this position.

Do you like working in an international environment, with people from various countries, cultures and backgrounds? Do you have expertise in customer experience and retention area? Then this job is a fit for you.

Who you will work with

You will report to the International Head of Customer Retention and join the Retention workstream. This workstream is dedicated to retaining customers through proactive, reactive and winback campaigns, upgrading our retention capabilities, and monetizing our models and CLV calculations. The workstream is also responsible for setting up the most efficient loyalty programs in the insurance sector to build a loyal and profitable customer base and to collect best practices from the market to learn from. You will:

• Work with diverse teams within NN International
• Partner with key business stakeholders in Insurance International
• Product owners and technology experts within NN Insurance International and NN Group
• External partners and collaborators
• Engage in intensive stakeholder management for alignment

Which career opportunities might await you after successfully performing in this role?

Communicating frequently with all levels of the organization, including management members provides valuable opportunities for future career plans, as it allows for taking responsibility in executing important initiatives of the company. It involves collaborating with individuals from all business lines. As retention is an overarching area, it provides the opportunity to gain extensive knowledge and experience in the international business units operations and approach to customer engagement. Therefore, it is possible to consider roles and positions leading the company in various fields.

Any questions?

If you have any questions about the job, you can reach out via phone or WhatsApp Anna Frojimovics Head of Customer Retention International via +31 6 11 040708.

Any questions about the process can be directed to Mirjam Dungen (Sr Talent Acquisition Specialist) via mirjam.dungen@nn-group.com