Job Title:
Retention Coordinator
Hours:
Monay to Friday 37.5 hours per week
Contract:
Full Time Permanent
Location:
Kettering - Onsite
Pertemps has a stand-alone role available within our clients Customer Service department as a Subscriptions Retentions Coordinator. This is an exciting opportunity for a strong, focused individual to prosper and showcase your talents.
The Primary responsibility of the Retention Co-ordinator is to actively manage the retention of customers within our client's software subscription portfolios. You will be responsible for developing retention & loyalty programs, ensuring high quality customer service, and working with all the client's groups on new and existing customer promotions. The Retention Co-ordinator is responsible for ensuring personal and departmental compliance with relevant regulatory standards and codes of conduct, this includes (but is not limited to) providing adequate training and guidance to all associates in your span of control.
Duties and Responsibilities:
The main duties of the Retention Co-ordinator are listed below, but it is the nature of the job that each activity will have its own range of demands which you will be expected to meet.
Retaining Current Customers:
- Aim to deliver a robust retention program monitored on a monthly basis in line with corporate expectations
- Look to resolve any complaints in a customer focused manner
- Outbound and Inbound communication & initiatives relating specifically to retention activity and direct customer contact
- Engaging key stakeholders in growth and retention initiatives
- Working with, and coordinating, the field-based support managers in retention support & training requirements
- Creation and distribution of thorough and precise reporting as it relates to
- Retention, Churn & Cancelations
- Revenue
- Subscriber base across products
- Involved in setting annual operating plan focussing on new subscriptions & cancels
- Coordination and implementation of End of Update strategies
- Participation in business group level planning workshops
- Participation will be required in project groups relating to software/diagnostic platforms
- Providing general oversight of the Subscription portfolio through regular and structured engagement with all management
- Creating and maintaining thorough procedure documents
- Driver solutions/improvements of subs programmes and promotions through to implementation
- The role may require the incumbent to perform any other duties to ensure the efficient running of their department or area.
We are looking for someone who:
- Has a professional telephone manner
- Has excellent computer skills and knowledge including Microsoft Office
- Is a strong written and verbal communication skills
- Is able to demonstrate strong ability to work independently
- Very good negotiation skills
- Has excellent organizational skills and the ability to manage multiple tasks
- Understanding of leadership principles
Interested? Please click apply.