Customer Retention Manager
An exciting opportunity has arisen for an experienced Customer Retention Manager to join a well-established and growing organisation. This role is ideal for a confident, customer-focused professional who is passionate about delivering excellent service while driving business growth through retention strategies.
You will lead a Retention and Relationship Management Team, ensuring retention targets are met and profitable client relationships are maintained.
About the Role
* Lead and motivate a team focused on client retention and relationship management
* Ensure operational excellence across the function
* Develop and implement strategies to meet retention targets and protect market share
* Build strong client relationships, ensuring a first-class customer experience
* Work across multiple distribution channels, adapting approaches where needed
About You
Knowledge & Experience (required):
* Proven experience managing a B2B account management or retention team
* Strong track record in delivering operational excellence
* Experience motivating and developing teams
* Ability to prioritise and make effective decisions
Desirable:
* Experience in regulated markets
* Knowledge of health insurance or employee benefits
* B2B experience across direct and intermediary channels
Skills & Personal Qualities:
* Target-driven with strong analytical and numeracy skills
* Excellent leadership, communication, and influencing skills
* Strong relationship-building and empathy
* Resilient, organised, and able to think critically
* Open to continuous improvement and new approaches
* Professional, credible, and leads with integrity