Sales & Retention Manager - National Private Health Insurance Company

Key Selling Points

• $140K–$170K package incl. super + bonus
• Hybrid flexibility (work from home) from stunning Sydney CBD offices
• Lead & shape a high-performing sales team through an exciting period of change

About the Role

A respected private health insurer — backed by a larger national organisation — is looking for a Sales & Retention Manager to lead its sales contact centre team through an exciting period of change.

Leading a team of 8 sales agents, you will convert inbound leads from online enquiries and marketing campaigns, and drive proactive retention across the membership. You will own the application pipeline end to end — from quote and application through to onboarding, welcome calls and member check-ins — while championing exceptional, member-first service.

This is a team going through significant, positive change, so it is a genuine opportunity to shape the way forward, work closely with the senior leadership team and make a real, visible impact. You will report into a supportive and highly regarded Head of Contact Centre.

You will be based in stunning, modern offices in the heart of the Sydney CBD, working a hybrid model that blends time in the office with working from home (after training and sign-off).
Key Responsibilities

• Lead, coach and develop a high-performing team of sales agents to deliver against sales and retention KPIs
• Drive lead conversion and proactive retention strategies across all member segments
• Manage the end-to-end sales application process — quotes, applications, acceptances and declines
• Deliver seamless onboarding through welcome calls, surveys and periodic member reviews
• Minimise sales-related complaints through root-cause analysis and process improvement
• Partner on sales and marketing campaign design, and develop retention scripts and portfolio strategies for all products and segments
• Support vulnerable and high-priority members with care and discretion
• Monitor and report on KPIs (CSAT, FCR, AHT, abandon rate, QA scores and complaint trends), turning insight into action
• Ensure compliance with health-insurance regulations and manage risk, controls and quality assurance

About You

• Proven leadership experience in a contact centre sales environment
• Strong knowledge of sales processes, retention strategies and KPI management
• A natural coach who can motivate and develop a team to achieve targets
• Confident handling objections, resolving complaints and building member loyalty
• Strong analytical and commercial acumen — able to read the data and act on it
• Experience with CRM, telephony and workforce-management contact centre technologies
• Excellent communication and stakeholder-engagement skills
• A genuine customer-first mindset and a commitment to ethical sales practices
• Desirable: a tertiary qualification in business or marketing, and experience in private health insurance or regulated financial services

What's On Offer

• Competitive salary of $140K–$170K including super, plus bonus
• Hybrid working — split your week between a premium CBD office and home
• Professional and technical development opportunities
• Paid parental and partner leave
• 5 wellbeing days each year, plus additional leave options
• Generous employee insurance discounts and novated lease options
• Corporate employee discounts from a range of retailers
• Wellbeing benefits including vaccinations, mental-wellness training, professional memberships and an Employee Assistance Programme (EAP)

How to Apply Click APPLY now with an up-to-date CV, or reach out for a confidential conversation to find out more. All applications are treated in the strictest confidence.