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Customer Retention's Manager

A new role has been developed through continuous growth of our client. With further plans to expand their contact centre our client is now in a position to employ a Customer Retention Manager.

  • Location: South Yorkshire
  • Salary: £30,000 - £45,000 per annum
  • Contract Type: Permanent
  • Closing: 6 August 2020
  • Ref: 905271

THE ROLE

  • Customer Retentions Manager
  • Rotherham
  • 33 Days Holiday increasing to 38 through length of service, Pension, Free Parking, Perkbox

RESPONSIBILITIES

  • Develop and implement the retention strategy for the business, including the resources required to achieve plan
  • Work with internal stakeholders to use data to drive decisions and constantly review plans in accordance with this
  • Understand the reasons behind customer churn, and create loyalty programmes to improve customer loyalty
  • Set the retention KPI’s for the business and drive the achievement of these with your own team and that of colleagues
  • Develop processes and system requirements to improve and automate the retention and customer lifecycle journey
  • Develop and grow team capabilities and skill sets across the business to deliver the retention strategy
  • Design and deliver targeted upsell and cross-sell campaigns (inbound and outbound) focused on customer retention and recontract.
  • Working with our Communications Manager to achieve communication excellence, setting high standards of communication activity across multiple channels
  • Anticipate and plan for end of contract renewals and proactively manage the process to reduce churn
  • Keep up to date with competitors and their activities particularly in relation to cancellation policies and retention activity
  • Work with our finance team to calculate and understand financial benefits of customers and ensure that retention pricing and offers deliver profitability
  • Continually track and analyse key indicators of customer satisfaction to improve services throughout the customer lifecycle

CANDIDATE EXPECTATIONS

  • Previous retentions management experience
  • Professional and articulate communication skills
  • Strong aptitude for numbers and data driven decision making
  • Experience building strategies and communicating them across the business
  • People management experience, either as the manager of a team or via cross functional projects where you drove change across the business.
  • A resilient and confident individual who can drive the retention strategy across the business

At Venatu Recruitment Group, your right to privacy is important to us. By applying for this job, your information will be entered into our recruitment system. This will enable you to register for job alerts, apply for jobs and for us to help you find your next role. To read our full privacy policy please follow the link: http://www.venatu.co.uk/privacy/

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