Melbourne | Hybrid Working
We are currently seeking an experienced Sales & Retention Manager to join a high-performing service operations team on a 5–6 month fixed-term contract. This is an excellent opportunity for a strong people leader to step into a fast-paced environment and drive team performance, customer outcomes, and commercial results within a purpose-led organisation.
This role sits within an Australian general insurer that specialises primarily in motor vehicle insurance and related products, with a strong focus on delivering straightforward, customer-first solutions and dependable service outcomes.
About the Role
Reporting into senior leadership, you will lead a small team of Sales & Retention professionals, overseeing both inbound and outbound customer interactions. You will play a key role in driving performance through coaching, strategy execution, and continuous improvement initiatives.
This role requires a hands-on leader who can quickly build credibility, optimise processes, and deliver results in a dynamic, target-driven environment.
Key Responsibilities
- Lead and manage the day-to-day performance of the Sales & Retention team
- Drive outbound sales strategies aligned to business objectives
- Develop and implement sales campaigns and incentive programs
- Monitor and analyse performance metrics including conversions, retention, and call quality
- Provide ongoing coaching, development, and performance management
- Oversee customer interactions relating to renewals, policy changes, and cancellations
- Ensure compliance with regulatory requirements and internal standards
- 5–6 month fixed-term contract
- ASAP start
- Monday–Friday, 8.30am–5pm
- Hybrid working, 3 days at home, 2 days in office
- Attractive salary: $110,000 + super
- Proven leadership experience within a contact centre environment – essential
- Strong background in sales and retention – essential
- Experience within financial services – highly desirable
- Demonstrated ability to drive performance in a target-driven environment
- Excellent communication and stakeholder engagement skills
- Strong coaching and team development capability
- Highly organised with the ability to manage competing priorities
- WHV with the required experience are encouraged to apply
