Customer Service Manager, and Retention

Position: Customer Service Manager, Growth and Retention
Location: Amelia

Job d:

Location:

Amelia, Ohio, United States Category:
Client & Customer Management Company:
Munich ReCustomer Service Manager, Growth and Retention American Modern Insurance Group, Inc., a Munich Re company, is a widely recognized specialty insurance leader that delivers products and services for residential property – such as manufactured homes and specialty dwellings – and the recreational market, including boats, personal watercraft, classic cars, and more. We provide specialty product solutions that cover what the competition often can’t.

We write admitted products in all 50 states and have a premium volume of $2.2 billion.

Headquartered in Amelia, Ohio, with associates located across the United States, we are part of Munich Re’s Global Specialty Insurance division. Our employees have opportunities to grow their careers and make a difference every day in a flexible environment that supports success at work and rican Modern is seeking a Customer Service Manager, Growth and Retention to help shape a new operating model within Customer Service.

In this role, you will lead strategies that strengthen customer retention, support policy growth, and connect Customer Service more closely with Sales and Customer Experience (CX). You will help expand Customer Service beyond traditional service delivery and position the organization as an active contributor to customer value and business performance.

This newly created role provides dedicated leadership for growth and retention initiatives that do not currently have focused ownership. With Atlas and other customer experience enhancements underway, you will help maximize customer lifetime value, strengthen cross-functional partnerships, and prepare Customer Service to play a larger role in the company’s growth strategy.

What You’ll DoDevelop and execute the Customer Service growth, sales, and retention strategy in partnership with Sales and CX leadership.

Serve as the primary liaison between Customer Service and Sales, aligning customer engagement, retention, and growth objectives.

Lead organizational readiness and associate enablement initiatives supporting the Atlas roadmap.

Oversee the Customer Service Concierge Box and identify opportunities to increase customer value and improve retention outcomes.

Partner with Legal and Compliance to develop customer-focused growth strategies that balance business opportunities with regulatory requirements.

Build associate capabilities that support consultative customer conversations, retention efforts, and future growth initiatives.

Advance operational excellence, talent development, continuous improvement, and cross-functional initiatives across Customer Service.

Required Qualifications Bachelor’s degree or active pursuit of a bachelor’s degree.

Property and casualty insurance experience. An active insurance producer or agent license is required.  Must be able to receive designation within all 50 states.

Three or more years of supervisory or people-leadership experience.

Demonstrated experience hiring, coaching, mentoring, and developing employees.

Strong leadership, communication, presentation, interpersonal, and business-writing skills.

Strong analytical, problem-solving, critical-thinking, organizational, and time-management skills.

Proficiency with Microsoft Office applications and the ability to learn new systems.

Ability to lead change, promote innovation, manage competing priorities, and drive operational results.

We are proud to offer our employees, their domestic partners, and their children, a wide range of insurance benefits:

Two options for your health insurance plan (PPO or High Deductible)
Prescription drug coverage (included in your health insurance plan)
Vision and dental insurance plans

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