Head of Retention

Head of Retention

Hinckley, Leicester

Highly competitive package upto £70,000 dependent on experience + Car + Bonus

Fantastic career development opportunity to move into a Head of Retention role, applicants must have experience in an operational /retention management background.

For over 80 years, Croner's award-winning team have delivered outsourced HR, employment law and health & safety services to UK businesses. Currently helping over 14,000 businesses stay legally complaint, whilst allowing business owners to focus on growing their business.

Reporting to the Chief Operations Officer, the successful candidate will have experience of working within a client experience & retention team. They will have worked with sales targets for retention and growth. They will be confident to project manage large volumes of retention successes, as well as being able to identify insights that can help develop future client growth.

The role will also require you to lead a team of Client Experience Account Managers and Retention Specialists and your focus will be to retain more of our existing client base and add growth.

Day-to-Day Responsibilities

• Managing a team with a variety of responsibilities which link in with other internal departments.

• Manage the core metrics linked to client retention and client cancellation requests.

• Identifying recurring trends, for example, non-usage cancellation requests.

• Daily team management, conducting regular individual and team reviews and identify training needs and ensure that training is subsequently undertaken and service delivery improvements implemented.

• Monitor and review client retention reasons to escalate and identify as areas for improvement.

• Producing regular reports and dashboards to the Senior Leadership teams on overall retention performance.

Job Goals and Metrics

• To ensure that client retention is maintained at a minimum agreed figure.

• To ensure SLA time management on client requests.

• Individual and overall Team performance is regularly monitored

• To monitor and review client retention interactions to ensure they are dealt with professionally, courteously and in a timely manner with a root cause analysis undertaken.

• To produce dashboards and reports, highlighting retention figures, SLA adherence

What you Bring to the Team

• Strong leadership skills, managing a performance focused and ambitious team.

• Management experience within a retention focused business.

• New innovative ideas to improve client retention and growth.

• Ability to work in a fast-paced environment with strong time management skills.

• The ability to present complex information in a clear and concise manner to a variety of audiences.

• Highly collaborative approach with strong communication skills.

• A dynamic and flexible approach, as well as the ability to work under pressure.

Benefits:

• Highly competitive basic salary, negotiable on experience, upto £70,000

• Quarterly Bonus opportunities of an additional £10,000 per annum

• Incredible uncapped commission

• Career development opportunities

• Company Car (Electric or £5,000 Car Allowance)

• 25 Days holiday + Bank Holidays

• Extra day off for your birthday

• Access to Employee Assistance Programme including access to counselling

• Life Insurance and Health cash plan.

• Free on-site gym

• Opportunity for fantastic sales work conferences, locations have included Monaco, Miami, Dubai, New York, Rome

If you’ve got a passion for client retention and developing a high growth team, we’d love to hear from you!