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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


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


  • 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


  • 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

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