Join an award-winning, rapidly expanding EAP & Occupational Health provider as a Retention Team Leader. This is a high-impact leadership role in a fast-paced Relationship Management team where you’ll drive retention, identify upsell opportunities and coach a team to consistently exceed client expectations and business KPIs.
Base pay range
£32,500–£35,000 DOE + up to £20,000 Performance Bonus
Location
Manchester HQ - Onsite
Reporting to
Associate Director - Retention & Customer Solutions
Responsibilities
* Lead, mentor and motivate the retention team, setting clear individual targets
* Run regular 1:1s and deliver 3-5 weekly quality checks/coaching sessions per team member on core processes
* Analyse performance data to spot opportunities for retention, upgrades and upsell
* Support client and broker meetings as needed to influence renewals and commercial outcomes
* Oversee new starter induction and ongoing training to maintain excellent service levels
* Collaborate with stakeholders to deliver projects and resolve client retention challenges
Qualifications
* Proven track record in account/relationship management, retention or renewals
* Strong leadership and coaching skills with experience managing performance and targets
* Commercial mindset and ability to turn insight into action
* Confident communicator — able to adapt style to different audiences (clients, brokers, internal stakeholders)
* Comfortable multitasking in a busy environment and meeting daily/monthly SLAs
* Proficient with Microsoft Office (strong Excel skills desirable)
About the role
This is ideal for an ambitious, commercially minded leader who enjoys coaching teams, solving problems and delivering measurable improvements. The environment is busy and ambitious - if you thrive on targets and growth, you’ll find strong development opportunities and visible impact in this role.
Seniority Level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service, General Business, and Consulting
Industries
Health and Human Services and Business Consulting and Services
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