Retentions & Client Relations Manager

Role Overview

Your Role

• Create & own the retentions strategy
• Articulate the strategy to reduce attrition and drive improved behaviours in the retention team
• Proactively manage a team to drive renewals and reduce attrition
• Anticipate and plan for end of contract renewals and proactively manage the process to reduce cancellations and moves to competitors
• Interrogate and manipulate data available to identify trends in sectors, regions, sales teams etc. to improve management reporting and improve the bottom line
• Keep abreast of competitors and their terms of business particularly in relation to cancellation policies, fees, restrictions, new products that may impact the company
• Calculate financial benefits and customer relationships in counter offers and ensure the pricing reflects the offering weeding out poor, non-profitable clients
• Harvest data to improve decision making identifying trends across the market place and feeding this data back to interested parties
• Train, develop and support colleagues to improve capability and understanding of the business and the retentions impact on the business

What You're Great At:

• At least 5 years’ experience in a fintech, utilities, digital, mobile or other technology driven environment
• MS Office (Word/Excel)
• Familiarity with Salesforce platform
• Excellent stakeholder management
• People management experience
• People management experience
• Comfortable with ambiguity & delivering in a highly fluid environment often with competing demands
• Gravitas: ability to build robust relationships across a range of internal and external stakeholders
• Excellent communications, analytical & negotiating skills
• Proactive: ability to anticipate challenges and plan solutions rapidly in a dynamic environment
• Ability to operate at an operational and strategic level
• Creative thinker & anticipate challenges ahead and plan accordingly
• Leadership skills: Ability to manage a small team effectively, coach and mentor as required
• Experience of managing a team in a results driven business
• At least to diploma / A level standard
• Numerate & analytical
• Commercially and goal orientated