Job Description Client Relationship Management & Engagement Serve as the primary contact for key accounts, building strong, long-term relationships. Conduct regular client interactions including scheme reviews, engagement events, and feedback sessions. In liaison with the wellness teams, drive client engagement through wellness programs & health talks Implement real-time feedback systems at key touchpoints (claims, renewals, onboarding) to identify gaps and continuously improve client experience and satisfaction. Implement member education initiatives (webinars, newsletters, guides) to enhance understanding and utilization of benefits Retention Strategy, Renewals & Growth Execute retention strategies to reduce churn and improve client lifetime value. Lead end-to-end renewal processes including early engagement, negotiations, and issue resolution. Identify and drive cross selling and upselling opportunities to grow the portfolio. Support onboarding of key new clients in collaboration with Business Development teams. Develop and implement loyalty and incentive programs for long-term clients. Data Analysis, Reporting & Insights Analyze claims data, utilization trends, and client feedback to inform decision-making. Identify at-risk accounts and recommend targeted retention interventions. Track and report on key KPIs such as renewal rates, loss ratios, and portfolio performance. Provide periodic insights and recommendations to senior management. Risk Management & Service Quality Assurance Collaborate with underwriting to assess risk profiles and recommend pricing and coverage adjustments. Ensure portfolio performance aligns with Net Loss Ratio targets. Maintain high standards of service delivery, ensuring accuracy, consistency, and responsiveness. Oversee timely processing of client requests, policy documentation, and communication. Communicate risk insights to clients and promote loss mitigation strategies. Education & Experience Bachelor’s degree in insurance, Actuarial Science, Business, or related field. Professional certification (ACII, CII, or equivalent) is an added advantage. Minimum 5 years’ experience in medical insurance, with exposure to retention, account management, or underwriting. Strong knowledge of medical insurance, claims, risk management, and Kenyan regulatory environment.