Portfolio are proud to exclusively represent our client in their search for Retention Executives. The company is a market leading EAP, offering advice and guidance to clients and their emloyees across the UK and Ireland. With over 80,000 business already taking advantage of the service, this represents an amazing opportunity for you to earn uncapped commission and bonuses on all contract renewals and retentions! We are looking for experienced Account Managers who have dealt with a portfolio of clients, handled negotiations, and retained business. You will have continued support and coaching to enable you to be as successful as you can be, leading to growth and progression!
THE ROLE
As a retention executive, your focus will be client retention, showcasing an amazing return on investment that leaves our clients wanting to renew year after year. Within your portfolio of clients, you will support with the promotion of additional products and services, driving effective client communication and identifying further revenue opportunities. You will manage effectively requests to terminate agreements with a positive and explorative approach in problem solving and overcoming challenges. Duties involve day-to-day management of your portfolio, engaging with clients and intermediaries, collating and managing renewal terms, including negotiation of renewals, providing excellent service levels, conducting telephone, video and face‑to‑face meetings, maintaining accurate CRM records and working with various internal stakeholders to drive high client retention. This is an office‑based role, managing clients via telephone, virtual and email, however you could be required to visit clients externally on occasion.
DAY TO DAY RESPONSIBILITIES
1. Day to day management of a portfolio of EAP clients.
2. Proactive client relationship management to ensure that KPI's and SLAs are achieved for contract retention levels and renewal of premiums issued.
3. Delivery of new client implementations effectively.
4. Renewal negotiations seeking to achieve a retention rate of above 95%.
5. Delivery of consultancy services to clients regarding product options & specialist services we provide.
6. Identify opportunities to up‑sell and actively promote additional services.
7. Ensure we understand client needs and market changes, providing feedback to senior management to develop our proposition and remain ahead of the market.
8. Maintain the highest standard of customer service and support to the sales and bid team.
9. Maintain personal statistical renewal reports on a daily basis, highlighting at risk clients and further opportunities.
10. Providing weekly renewal, activity and outstanding task updates.
WHAT YOU BRING TO THE TEAM
1. An organised individual with excellent attention to detail, accuracy, and consistency.
2. Experience of managing client retention conversations with high energy, commitment and drive with the dedication to the role, willingness to show flexibility when required, showcasing enthusiasm for the role and company development.
3. Microsoft Office software experience including Excel, Word and PowerPoint.
4. Excellent attention to detail and written skills when communicating with others, both internally and externally.
5. The ability to communicate clearly and concisely, varying communication style depending upon the audience.
6. Multi‑task oriented — can accomplish objectives effectively within timeframe given, carry out admin‑istrative duties within portfolio in an efficient and timely manner.
7. To be willing to work toward set targets and KPI's including client retention, calls and meetings.
BENEFITS
1. 25 days' holiday, plus bank holidays
2. Day off on your birthday
3. Cash plan for you (and your children, if any)
4. Holidays increase after 2-and 5- years' service
5. Contractual sick pay
6. medical insurance after 5 years' service
7. Pension Plan and Life Insurance
8. Pension plan contributions increase after 5- and 7-years' service
9. Holiday season bonus after 3 years' service
10. Profit share scheme
11. Season ticket loan scheme
12. Cycle to work scheme
13. Access to Employee Assistance Programme
14. Company incentives, access to discount schemes
15. Social sessions on the last Friday of the month with free food and drink - we call this Fab Friday!
16. Free 24/7 onsite gym
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