Job Description
Calling all Retention Superstars!
Manchester HQ - Onsite
Reporting to Associate Director - Retention & Customer Solutions
£32,500–£35,000 DOE + up to £20,000 Performance Bonus
(OTE c. £52.5k–£55k)
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.
You’ll be hands-on, leading a team of Relationship Executives to improve retention outcomes and grow existing accounts.
1. Lead, mentor and motivate the retention team, setting clear individual targets
2. Run regular 1:1s and deliver 3-5 weekly quality checks/coaching sessions per team member on core processes
3. Analyse performance data to spot opportunities for retention, upgrades and upsell
4. Support client and broker meetings as needed to influence renewals and commercial outcomes
5. Oversee new starter induction and ongoing training to maintain excellent service levels
6. Collaborate with stakeholders to deliver projects ...