Retail Medical Renewals Manager

Retail Medical Renewal ManagerLocation: Dubai, UAE | Work Arrangement: [On-site]About InsuranceMarket.aeInsuranceMarket.ae is a leading insurance aggregator and brokerage platform in the UAE, helping individuals and businesses find and manage insurance solutions through a technology-driven, customer-focused approach.As we continue to scale our Retail Medical business, we are looking for an experienced Retail Medical Renewal Manager to take ownership of our existing customer portfolio, drive policy renewals, improve retention and maximise revenue opportunities.About the RoleThe Retail Medical Renewal Manager will be responsible for managing and growing the existing Retail Medical customer portfolio, ensuring high renewal and retention rates while delivering an excellent customer experience.The role requires a commercially driven professional who can proactively engage customers ahead of renewal, understand their changing insurance requirements, manage pricing and competitor-related objections, negotiate suitable solutions with insurers and successfully convert renewal opportunities.The ideal candidate will have strong experience in UAE Retail Medical Insurance, excellent knowledge of insurers and products, and a proven track record in renewals, retention, customer relationship management and revenue generation.Key ResponsibilitiesRenewal & Retention ManagementOwn the end-to-end renewal process for an assigned portfolio of individual and family medical insurance customers.Proactively engage customers ahead of policy expiry to maximise renewal conversion and retention.Review existing policies and understand changes in customer needs, coverage requirements and budgets.Identify customers at risk of non-renewal and develop appropriate retention strategies.Handle renewal objections relating to pricing, coverage, benefits, insurer service and competitor offers.Present suitable renewal options and effectively communicate changes in premiums, benefits, exclusions and policy terms.Follow up consistently with customers until the renewal is successfully converted, lost or otherwise concluded.Maintain strong relationships with existing customers to encourage long-term retention and loyalty.Sales & Revenue GenerationAchieve defined renewal, retention, revenue and GWP targets.Identify opportunities for cross-selling and upselling additional insurance products where relevant.Generate additional business through referrals and existing customer relationships.Negotiate effectively with customers and insurers to achieve commercially viable renewal outcomes.Balance customer requirements, pricing, coverage and business profitability when recommending renewal solutions.Customer & Portfolio ManagementMaintain ownership of the assigned customer portfolio throughout the renewal lifecycle.Ensure timely communication and follow-up across all renewal cases.Understand customer profiles, historical policies, claims/service concerns and renewal behaviour.Proactively address customer concerns and coordinate with internal teams to resolve service issues.Ensure a high standard of customer experience throughout the renewal journey.Maintain accurate customer and renewal information within the CRM.Insurer & Internal CoordinationWork closely with insurers and underwriting teams to obtain competitive renewal terms and quotations.Compare available renewal options and recommend suitable solutions based on customer requirements.Coordinate with Operations, Claims, Customer Service and other internal teams to resolve renewal-related issues.Ensure all required documentation is collected and validated for policy renewal and issuance.Stay updated on insurer products, pricing, provider networks and changes in the UAE medical insurance market.Reporting & Performance ManagementMonitor renewal pipeline, upcoming expiries, conversion rates and portfolio performance.Track key metrics including:Renewal conversionRetention / persistencyGWP / premium revenueCustomer churnRenewal turnaround timeCross-sell and upsell revenueProvide regular updates on portfolio performance, risks and opportunities.Identify trends and recommend initiatives to improve renewal and retention performance.Skills & CompetenciesStrong knowledge of UAE Retail Medical Insurance.Proven experience in medical insurance renewals and customer retention.Strong understanding of UAE insurers, products and medical provider networks.Excellent customer relationship management skills.Strong consultative selling and negotiation skills.Excellent objection-handling and closing ability.Strong commercial and revenue-focused mindset.Ability to manage a large customer portfolio and multiple renewal cases simultaneously.Strong follow-up and pipeline management discipline.Excellent verbal and written communication skills.Strong analytical and problem-solving abilities.Proficiency in CRM systems and digital sales tools.High attention to detail and accuracy.Ability to work in a target-driven and fast-paced environment.Qualifications & ExperienceBachelor's degree or equivalent qualification preferred.3–6 years of experience in insurance, preferably within Retail Medical Insurance.Strong experience managing medical insurance renewals and retention portfolios.Proven track record of achieving renewal, retention and revenue targets.Experience dealing directly with individual and family medical insurance customers.Strong knowledge of the UAE insurance market and major medical insurance providers.Experience working with insurers, underwriting and internal operations teams.UAE medical insurance experience is strongly preferred.Key Performance IndicatorsSuccess in this role will be measured through:Renewal conversion rateCustomer retention / persistencyGWP / premium revenuePortfolio retention and churnRenewal pipeline managementCustomer engagement and follow-up effectivenessCross-sell / upsell revenueCustomer satisfactionRenewal turnaround timeCRM and documentation accuracyWhat We Are Looking ForWe are looking for a commercially driven insurance professional who takes ownership of the customer portfolio from renewal opportunity to successful policy renewal.The ideal candidate is proactive, persistent and customer-focused, while also having the commercial mindset to negotiate effectively, protect revenue and identify opportunities for portfolio growth.A strong track record in Retail Medical renewals, customer retention and revenue generation will be highly valued.Why Join InsuranceMarket.ae?Be part of a leading and fast-growing digital insurance business in the UAE.Work in a technology-driven environment transforming the way customers buy and manage insurance.Take ownership of a significant Retail Medical customer portfolio.Work closely with experienced insurance and business teams.Opportunity to make a direct impact on customer retention, revenue and business growth.Develop your career within a high-growth organisation with exposure to multiple insurance products and functions.