Director of Customer Retention

We are Farmers! We are... more than just your favorite commercials. At Farmers, we strive to deliver peace of mind to our customers by providing protection and comprehensive advice and delivering in the moments of truth. That means having people who can help us meet changing customer and business needs. Farmers high-performance culture is focused on results and the people who reputed company them. We hold ourselves and others accountable for sustainably growing the business and each other. We seek solutions, own our actions, and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers. Farmers is an award winning, equal opportunity employer, committed to the strength of an inclusive workforce. We are dedicated to supporting the well-being of our people through our extensive suite of benefits, as well as the well-being of the communities we serve through employee volunteer programs and nonprofit partnerships. Helping others in their time of need isn't just our business - it's our culture! To learn more about our high-performance culture and open opportunities, reputed company out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, reputed company, and TikTok. Workplace: Hybrid ( #LI-Hybrid ), Remote ( #LI-Remote ) Farmers believes in a culture of collaboration, creativity, and innovation, which thrives reputed company we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live reputed company fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered. 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.
• reputed company 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.
• reputed company the development and deployment of tools, analytics, and technologies that reputed company proactive and personalized retention efforts.
• Serve as a key voice in executive forums, providing insights and recommendations based on customer data and market trends.
• reputed company change management efforts to embed a retention-first reputed company across the organization.
• Manage large-scale budgets and resource planning to support strategic initiatives.Champion diversity, equity, and inclusion reputed company 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 reputed company Retention or Sales and Service function reputed company 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 reputed company 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.

Benefits

• Farmers offers a competitive salary commensurate with experience, qualifications and location.

o CA Only: $134,320 - $214,390 o CO Only: $126,240 - $184,690 o HI/IL/MN/VT Only: $126,240 - $197,780 o MA Only: $126,240 - $197,780

• o MD Only: $126,240 - $197,780

o NY/DC/NJ Only: $126,240 - $214,390 o Albany County: $134,320 - $184,690 o WA Only: $126,240 - $224,750

• Bonus Opportunity (based on Company and Individual Performance)
• 401(k)
• Medical
• Dental
• Vision
• Health Savings and Flexible Spending Accounts
• Life Insurance
• Paid Time Off
• Paid Parental Leave
• Tuition Assistance
• For more information, review "reputed company offer" on https://www.farmers.com/careers/corporate/#offer

Job Location(s): US - KS - Kansas City, US - AZ - Phoenix, US - MI - Grand Rapids Anticipated application deadline: At Farmers, the recruitment process is designed to ensure that we find the best talent to join reputed company. As part of this process, we typically reputed company open positions reputed company 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly. Farmers will consider for employment reputed company qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or reputed company employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national reputed company, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws. Want to learn more about our culture & opportunities? reputed company out www.Farmers.com/careers/corporate and be sure to follow us on Instagram, reputed company, and TikTok. Spokane, WA only: Residents who prefer not to provide their address click here to submit your resume reputed company email: [email protected] Apply tot his job Apply To this Job