Customer & Distribution Manager ANZ

Location: Sydney, NSW, AU

About the Role

Reporting to the Head of Customer & Distribution Management ANZ, you will play an integral role in delivering Swiss Re Corporate Solutions’ customer and distribution strategy across Australia and New Zealand. This includes managing customer and broker relationships, supporting market strategies, contributing to financial outcomes, and ensuring alignment with local and regional priorities.

You will partner closely with customers, brokers, and internal stakeholders to deliver effective solutions and strengthen Swiss Re’s value proposition. The role works collaboratively with the broader ANZ CDM team, other Customer & Distribution Managers, and the Customer & Distribution Coordinator to ensure consistent execution of objectives.

The primary responsibilities of the role are:

Strategic Planning

• Support the execution of go-to-market plans for brokers and customers, focusing on managed brokers and key clients to achieve financial and strategic goals.
• Develop and maintain customer and broker account plans in coordination with the broader CDM team and aligned with market and global priorities.
• Contribute to origination and delivery of customer and broker transactions, including alternative risk transfer opportunities.
• Support implementation of local and regional distribution and customer initiatives, ensuring engagement aligns with market needs.
• Help position Swiss Re as a trusted, long-term partner for key customers.

Engagement

• Build and maintain strong working relationships with brokers and customers, ensuring alignment with portfolio and business priorities.
• Contribute to structured engagement with brokers and customers, including regular meetings to review performance, feedback and opportunities.
• Maintain and update the deal pipeline in collaboration with underwriters and distribution partners, ensuring visibility across relevant teams.
• Collaborate across underwriting, product, claims, risk engineering and other functions to support coordinated delivery of value.
• Support execution of customer and broker service agreements (BSAs).

Marketing & Communications

• Work with Marketing & Communications teams to support delivery of local campaigns, forums, sponsorships and visibility activities.
• Assist in preparing targeted collateral and messaging for customers and brokers.
• Ensure alignment of local brand and market messaging with regional and global strategies.
• Adhere to Swiss Re guidelines on gifts, sponsorships and hospitality.

Knowledge and Data

• Use analytics to drive account growth, share of wallet, and customer satisfaction.
• Analyse broker and customer performance data (e.g. share of wallet, retention, acquisition costs) to identify insights and opportunities.
• Use Swiss Re’s thought leadership, innovation and risk insights to enhance customer and broker engagement.
• Gather and share market intelligence (e.g. competitor activity, personnel changes, customer feedback) within the CDM team.
• Support consistent reporting by consolidating data from systems, feedback and market intel into dashboards and trackers.
• Use analytics and feedback to identify ways to grow accounts, improve satisfaction and strengthen relationships.

Escalation

• Serve as a point of contact for customer and broker issues, ensuring timely follow-up and resolution in coordination with relevant stakeholders.
• Support internal escalation of transactions requiring additional input or approvals.

Compliance & Controlling

• Ensure compliance with all of Swiss Re business guidelines.
• Act according to the company’s Code of Conduct.
• Live the Swiss Re values and Corporate Solutions Key Behaviours.
• Ensure that relevant Client, Group, Divisional and other deadlines are met.

Performance Measurement Criteria

This role supports ANZ and regional CDM objectives by contributing to financial, strategic and operational outcomes. Key measures include:

• Delivery of financial and portfolio performance metrics (e.g. GWP, retention).
• Effective contribution to customer and broker engagement activities.
• Consistent execution of CDM processes and operational excellence standards.
• Improvement in customer and broker satisfaction, retention, and pipeline management.
• Successful delivery of assigned initiatives aligned to CDM objectives and business goals.
• Evidence of collaboration and contribution across teams and functions to drive outcomes.

About the Team

You’ll be joining the Customer & Distribution Management (CDM) team, responsible for leading our broker partnerships, customer relationships, and market engagement across Australia. Working closely with Underwriting, Claims, and other key functions, the team ensures a seamless customer experience and strong commercial outcomes.

Your role will be key in strengthening collaboration, enhancing market visibility, and delivering on our growth and customer excellence goals.

About You

Educational background

• University degree or equivalent education/experience.

Professional experience

• Proven experience in the general insurance market within customer and/or distribution management, underwriting, risk management or broking.
• Strong relationship management and business development skills, with the ability to deliver customer-focused outcomes.
• Experience working with brokers and corporate clients in a commercial or strategic context.
• Good industry network and understanding of market dynamics.
• Familiarity with CRM systems (e.g. Salesforce) and proficiency in MS Office (PowerPoint, Excel, Word).

Competency & Personality

• Engaging personality, team-builder, and networker, thriving in multicultural environments.
• Commercial mindset with a focus on achieving results and delivering value.
• Effective analytical and problem-solving skills, able to interpret data and apply insights.
• Highly organised, proactive and adaptable, with strong follow-through and attention to detail.
• Engaged, resilient and pragmatic in a dynamic, multicultural environment.
• Committed to learning, continuous improvement and contributing to a collaborative team culture.
• Demonstrates accountability and confidence in representing CDM priorities with internal and external stakeholders.

Language

• Fluency in English is essential; knowledge of other languages is an advantage.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

This role offers a hybrid working arrangement onsite in our Sydney office.