Customer Retention Manager
Exciting opportunity for an experienced Customer Operations Manager / Retentions Manager to join a leading Telecommunications Provider on a permanent basis. This particular business are experiencing significant year, on year growth both naturally and via acquisition.
As a Customer Retentions Manager, you will play a pivotal role in preserving and enhancing their customer base. To create lasting relationships, reduce churn, and maximize customer lifetime value. You'll lead a team of customer retention specialists, ensuring seamless experiences for our valued clients.
Key Responsibilities:
- Be the voice of their customers within the organization. Understand their needs, pain points, and expectations.
- Develop and execute effective retention strategies, leveraging data insights and customer feedback.
- Dive deep into churn patterns, identifying trends and proactively addressing potential attrition.
- Inspire and guide your team to achieve retention targets. Foster a culture of excellence and empathy.
- Design win-back initiatives to re-engage lapsed customers.
- Work closely with cross-functional teams (Sales, Marketing, Customer Support) to align efforts.
- Monitor KPIs such as retention rate, churn rate, and customer satisfaction.
- Stay ahead of industry trends and implement best practices.
Requirements:
- Proven track record in customer retention, ideally within the telecommunications sector.
- Ability to dissect data, draw actionable insights, and make informed decisions.
- Inspire and motivate your team to excel.
- Excellent verbal and written communication skills.
- Tackle challenges head-on and find creative solutions.
- Passionate about delivering exceptional customer experiences.
Hybrid based - offices in Bath.
Paying up to 45k, depending on experience.