Director of Customer Retention

Job Summary

• The Director of Customer Retention is a strategic leader responsible for shaping the vision and execution of enterprise-wide retention initiatives.
• This role oversees multiple teams and leaders, driving innovation and transformation in how the organization retains and engages customers.
• The Director partners with senior executives across Customer Experience, Digital Strategy, Product, and Operations to align retention strategies with broader business goals.
• This role is accountable for delivering measurable improvements in customer loyalty, operational efficiency, and long-term value.

Essential Job Functions

• Set the strategic direction for customer retention across the enterprise, aligning with business growth and customer experience goals.
• Lead a multi-layered organization, including Directors, Managers, and frontline teams, to execute retention strategies at scale.
• Drive cross-functional collaboration to integrate retention into product design, service delivery, and digital experiences.
• Oversee the development and deployment of tools, analytics, and technologies that enable proactive and personalized retention efforts.
• Serve as a key voice in executive forums, providing insights and recommendations based on customer data and market trends.
• Lead change management efforts to embed a retention-first mindset across the organization.
• Manage large-scale budgets and resource planning to support strategic initiatives.Champion diversity, equity, and inclusion within the retention organization.

Education Requirements

• Bachelors degree required. Masters degree MBA or similar advanced degree in business preferred.

Experience Requirements

• 7+ years of experience in customer retention, service operations, or customer experience, with at least 2 years in senior leadership.
• Leadership experience within Retention or Sales and Service function within P&C Insurance company highly preferred. 
• Demonstrated success in leading large teams and driving enterprise-level transformation.
• Deep understanding of customer behavior, analytics, and digital engagement strategies.
• Exceptional leadership, communication, and strategic thinking skills.

Physical Actions

• Job is performed in-person at a Farmers office or virtually at an approved alternative work location. The physical work environment is indoors and climate-controlled with adequate lighting and ventilation. Normal and customary distractions include background noise produced by office equipment and chatter among people, as well as interruptions. Frequently sits for prolonged periods of time, up to a full shift. Occasionally moves about the workplace including, navigating stairs, ramps, and level or uneven surfaces. Occasionally moves, pushes, pulls, lifts, carries, and/or places objects or materials weighing up to 25 pounds without assistance. Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects necessary to perform job duties. Frequently performs fine motor tasks such as typing, mousing, or writing, up to a full shift. Rarely performs movements such as bending, stooping, crouching, kneeling, twisting, and reaching overhead or below the knees. Possesses clear vision, with or without correction, to visually read and verify information. Relies on depth perception and peripheral vision to navigate the work environment visually by identifying barriers, changes in terrain and locating objects. Possesses adequate hearing, with or without correction, to communicate with co-workers, respond promptly to auditory signals or alarms, and discern sounds essential for maintaining safety and productivity in the workplace. Jobs in this category require rare, if any, travel.

Physical Environment

• This position operates in an open office working environment which will include normal and customary distractions, noise, and interruptions. Sits or stands for extended periods of time, up to a full work shift. Occasionally reaches overhead and below the knees, including bending, twisting, pulling, and stooping. Occasionally moves, lifts, carries, and places objects and supplies weighing 0-10 pounds without assistance. Listens to, interprets, and differentiates auditory information (e.g. others speaking) at normal speaking levels with or without correction. Visually verifies and reads information. Visually locates material, resources and other objects. Ability to operate a computer for extended periods of time, up to a full work shift. Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate keyboard and other office equipment up to a full work shift.