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.
* 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
YOU?
* 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)
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.
Interested in hearing more?