Retentions & Client Relations Manager

Role Overview

A market leading UK based payments services organisation are currently looking to appoint an experienced Retentions & Client Relations Manager to their rapidly growing business.

Established 10 years ago, our client now employs over 250 colleagues and is on a serious mission to help smaller, independent businesses thrive, grow and succeed.

Since a recent acquisition, the business has exciting plans to expand both the company and their offerings, and are looking for talented, energetic and passionate people to join the team and be part of their ambitious journey.

Your Role

• Create & own the retentions strategy
• Articulate the strategy to reduce attrition and drive improved behaviours in the retention team
• Proactively manage a team to drive renewals and reduce attrition
• Anticipate and plan for end of contract renewals and proactively manage the process to reduce cancellations and moves to competitors
• Interrogate and manipulate data available to identify trends in sectors, regions, sales teams etc. to improve management reporting and improve the bottom line
• Keep abreast of competitors and their terms of business particularly in relation to cancellation policies, fees, restrictions, new products that may impact the company
• Calculate financial benefits and customer relationships in counter offers and ensure the pricing reflects the offering weeding out poor, non-profitable clients
• Harvest data to improve decision making identifying trends across the market place and feeding this data back to interested parties
• Train, develop and support colleagues to improve capability and understanding of the business and the retentions impact on the business

What You're Great At:

• At least 5 years’ experience in a fintech, utilities, digital, mobile or other technology driven environment
• MS Office (Word/Excel)
• Familiarity with Salesforce platform
• Excellent stakeholder management
• People management experience
• People management experience
• Comfortable with ambiguity & delivering in a highly fluid environment often with competing demands
• Gravitas: ability to build robust relationships across a range of internal and external stakeholders
• Excellent communications, analytical & negotiating skills
• Proactive: ability to anticipate challenges and plan solutions rapidly in a dynamic environment
• Ability to operate at an operational and strategic level
• Creative thinker & anticipate challenges ahead and plan accordingly
• Leadership skills: Ability to manage a small team effectively, coach and mentor as required
• Experience of managing a team in a results driven business
• At least to diploma / A level standard
• Numerate & analytical
• Commercially and goal orientated