Sales and Retention Manager

Agria Pet Insurance is one of the UK's leading specialist pet insurance providers. We only provide lifetime insurance for animals, so truly understand and care about our customers and their beloved pets - especially as most of our team are pet parents, and we're all animal-lovers. Our passion for pets means that we are trusted by The Royal Kennel Club, Lloyds and many other significant affinity partners to provide lifetime pet insurance in their names. 

Working closely with animal welfare organisations, vets and breeders, gives us deep insight on what's best for pets. And we give back too - including supporting hundreds of animal rescues, protecting over 100,000 rescued animals, and through donations of over £2m to animal charities. 

We are a strong, growing business, having doubled our GWP in the last 5 years, with a supportive ethos and family feel. We became one of the UK’s Best Workplaces™ in 2023, 2024 and again in 2025, we have the top 4 slots on Which? Best Buy pet insurance and we are extremely proud to be the only carbon negative pet insurer in the UK.

The Role:

We’re looking for a driven and strategic Sales & Retention Manager to lead our high-performing teams and drive exceptional results. This is a pivotal role where you’ll oversee both Sales and Retention functions, ensuring targets are met, campaigns are executed effectively, and customer loyalty is continuously strengthened.

You’ll be the heartbeat of our customer engagement strategy - managing inbound and outbound campaigns, overseeing renewal communications, and championing retention initiatives. With a strong focus on performance, leadership, and customer-first thinking, you’ll play a key role in shaping the future of our business.

What you'll be doing:

• Lead and manage the Sales & Retention teams to deliver daily sales and retention targets.
• Identify new growth opportunities aligned with the business plan.
  Coordinate and analyse team, policy, and telephony MI.
• Monitor team performance, productivity, and efficiency across daily, weekly, and monthly cycles.
• Line manage Team Leaders, including recruitment, training, appraisals, and talent development.
• Oversee employee remuneration, absentee management, and commission calculations.
• Collaborate with Marketing to develop data-led retention strategies.
• Track and report on key customer metrics across both functions.
  Contribute to the Agria Loyalty programme and cross-departmental initiatives.
• Liaise with Resource Management to ensure efficient capacity planning.
• Proofread customer-facing documentation and marketing materials.
• Lead business projects impacting Sales & Retention.
  Ensure compliance with regulatory guidelines and promote a TCF culture.
• Continuously seek ways to improve team efficiency, customer satisfaction, and retention.

What we're looking for:

• Proven leadership experience in a Contact Centre environment.
  Strong knowledge of Disciplinary and Performance Management procedures.
• Excellent organisational and communication skills.
• Ability to influence and collaborate across all levels of the business.
• Skilled in prioritising workloads and using initiative.
• Resilient under pressure and able to meet tight deadlines.
• Results-oriented with a focus on performance targets.
• Flexible with working hours to meet business needs.

What we offer:

• 25 days annual leave which increases with service, plus bank holidays and an additional day off for your Birthday
• Opportunity to buy/sell up to 5 days annual leave per calendar year
• Commission scheme
• Contributory pension and Life Assurance scheme
• Access to 25% off insuring your pet with Agria. Friends and family are also entitled to a discount too
• We aim to support the health and wellbeing of all our colleagues so you’ll have access to a Health Cash Plan, mental health support and health and wellbeing platforms, including Headspace
• Free tickets to a huge variety of pet related events
  Complimentary refreshments in our breakout area
• Regular team activities and events arranged by our Employee Forum