Loyalty and Retentions Sales Executive

Loyalty and Retention Sales Executive

About Cigna Healthcare

Cigna Healthcare is a global health service company dedicated to transforming healthcare. With roots in the U.S. and operations in over 30 countries, we serve more than 180 million customers and patients worldwide. Ranked 13th on the Fortune 500 in 2025, Cigna is recognized as one of the most trusted and influential names in the industry.

Our mission is to improve the health, well-being, and peace of mind of those we serve.

Join our globally recognized brand, where trust, communication, and a positive culture are at the core of everything we do. Our leadership is consistent, approachable, and supportive—ensuring your well-being and work-life balance.

We’re looking for individuals who thrive in collaborative environments, are passionate about meaningful change, and want to grow in a company that puts people first.

At Cigna, you’ll be part of a purpose-driven team that values innovation, compassion, and impact. Whether you're shaping better care experiences or supporting customers through life’s key moments, your work will matter.

Grow with us—and help shape the future of healthcare.

About The Role

Reporting to the Loyalty Team Manager, you will take ownership of a dedicated portfolio of existing customers, with responsibility for protecting and growing the value of that book through strong lapse prevention and persistency performance.

The role combines proactive relationship management with responsive retention activity. You will actively engage customers throughout the policy lifecycle, including mid‑term and renewal touchpoints, to build loyalty, reinforce the value of their policy, and identify potential risks of cancellation early.

Alongside proactive outreach, you will handle inbound and outbound requests from customers who are considering cancelling or stopping payments on their policy. Using effective listening and objection‑handling skills, you will seek to understand customer concerns, resolve issues where possible, and retain customers in a fair and compliant manner.

You will also strengthen customer engagement by delivering tailored communications, including written content and video messages, designed to enhance understanding of policy benefits and reinforce long‑term value. Throughout all interactions, you will aim to deliver a positive customer experience while achieving individual and team retention targets.

You'll Be Responsible For:

Take full ownership of a dedicated portfolio of existing customers, managing relationships throughout the policy lifecycle

Proactively engage customers through scheduled mid‑term and renewal outreach to build loyalty, reinforce policy value, and identify early cancellation risk

Handle inbound and outbound contact from customers who are considering cancelling or stopping payments on their policy at both mid‑term and renewal stages

Use effective listening and objection‑handling techniques to understand customer needs, resolve concerns, and retain customers where appropriate

Apply policy changes, discounts, or alternative solutions in line with guidelines to prevent unnecessary lapses

Identify and maximise appropriate upsell and cross‑sell opportunities within your customer book

Achieve individual persistency, retention, productivity, and quality KPIs as set by management

Contribute to overall team and business persistency and retention targets

Adhere to agreed cancellation, contact, and service level agreements (SLAs)

Deliver tailored customer communications, including written content and video messages, to strengthen engagement and demonstrate policy value

Obtain, complete, and issue all regulatory‑required documentation accurately and within required timeframes

Maintain accurate customer records and files in line with data protection and regulatory standards

Operate within all regulatory, territorial, and quality assurance guidelines, retaining customers with integrity and always treating them fairly

Follow the agreed contact strategy to maximise customer reach and engagement

Communicate effectively with internal stakeholders, including client management, medical teams, and colleagues, to resolve customer queries efficiently

Actively support team objectives, sharing knowledge and best practice with colleagues

Provide guidance and support to less experienced team members where required

Identify opportunities for process improvement and make constructive recommendations to management

Undertake ad hoc tasks as required to support business needs

What You'll Bring to the Role

Previous experience in a sales/retention environment

Experience handling inbound and outbound calls in a non‑advised sales/retention environment

Strong customer‑focused approach with the ability to identify issues and deliver effective retention solutions

Proven objection‑handling skills, particularly with customers considering cancellation or stopping payments

Ability to manage and prioritise a personal book of customers in a fast‑paced, target‑driven environment

Excellent verbal and written communication skills, with the ability to build rapport and trust

Sound judgement when applying policy changes, discounts, or alternative options in line with guidelines

Strong regulatory awareness, with the ability to work compliantly and treat customers fairly

Confident team player who contributes positively to shared objectives

Why You'll Love Working Here

Competitive salary

Multicultural and hybrid working environment

Private Medical Insurance

Employee Wellbeing Benefits

Educational Development Program

About Cigna Healthcare

Cigna Healthcare, a division of The Cigna Group, is an advocate for better health through every stage of life. We guide our customers through the health care system, empowering them with the information and insight they need to make the best choices for improving their health and vitality. Join us in driving growth and improving lives.

Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.

If

you require reasonable accommodation in completing the online application process, please email:

SeeYourselfEMEA@cigna.com

for support. Do not email

SeeYourselfEMEA@cigna.com

for an update on your application or to provide your resume as you will not receive a response.