Client Retentions Manager (North American Market)
Location: Old Trafford, Manchester
Salary: £35,000 base and £65,000 OTE
Hours: Monday - Thursday (1pm - 10pm), Friday (1pm - 6pm) - 4.5 days per week
Responsibilities
* Taking inbound enquiries from clients who intend to cancel or review their subscription
* Providing world-class customer service to maximise any opportunities to retain existing business
* Correctly identifying customer issues through effective questioning
* Providing solutions through quality communication, leading to a fast and efficient customer experience
* Maintaining an excellent level of knowledge of all our products and services in order to offer the customer a solution that is tailored to their needs
* Managing a CRM database on a day-to-day basis
Skills, Knowledge & Experience Required
* Previous experience working in a B2B role
* Ability to thrive in an environment targeted towards customer retention and satisfaction
* Effective personal organisation; self-starter with drive, ambition and creativity
* The ability to negotiate, coupled with excellent written and oral communication
* Excellent attention to detail and problem-solving capabilities
* Ability to work under pressure with a constant positive outlook when being faced with complex client issues
* Free PureGym membership after 3-months served
* Cycle to work scheme
* 23 days annual leave plus bank holidays, increasing with length of service
* Additional half day off for birthday
* Enhanced maternity, paternity and adoption leave
* Two volunteer days per year for a charity of your choice
* Life insurance and critical illness cover
* All expenses paid company events in sought after venues
* Company sports teams
* On-site barber and beautician
* Car valet service
* Career development directly linked to your performance
* Fundraising initiatives for our registered charity – the PHMG Foundation
* Dedicated Employee Assistance Programme
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