Head of Client Experience and Retention - London, United Kingdom - The Portfolio Group

The Portfolio Group
The Portfolio Group
Verified Company
London, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description
This is a Phenomenal Opportunity to join a £350million Vibrant Company with Incredible growth plans. They have won many awards such as the 'Feefo Platinum Trusted Service Award 2021'.


We are currently working alongside one of the UKs longest leading Information Resource Business for Tax and Accounting, HR, H&S and compliance Professionals.

They are part of a Global Group that have a multimillion-pound turnover year on year that keepsgrowing.


They are currently looking for a Head of Client Experience and Retention to drive success through their customer interactions so that they ensure that they deliver 'best in class service to their client base.


Job Purpose


To manage and improve client engagement, retention, and client experience, in particular having responsibility for client fulfilment, client account management, client training, cancellations, renewals, and complaints handling.

An exciting and engaging roleworking across the whole business to ensure super service and maximise retention and upsell opportunity.


Job Overview


The role will also require you to lead up to 1 manager as well as up to 16 staff including Client Experience Account Managers and Retention specialists.


Day-to-Day Responsibilities

  • Ensure all new clients receive an onboarding introduction call, after care calls followed by regular account management calls
  • Refining and improving processes, along with organising onsite training where required. This then extends to the fulfilment process.
  • Review of customer service issues and negative feedback with seniors.
  • Implement processes and strategies to improve the client experience. This includes ownership of online review platforms.
  • Manage and report regularly on the core metrics linked to client experience from onboarding, service implementation, service follow up, ongoing client support, queries, client dissatisfaction and cancellation requests.
  • Identifying nonusage and implementing effective processes to increase usage via our client facing staff and digital services.
  • To review our client experience proposing and implementing enhancements to improve our digital engagement.
  • To identify training needs and ensure that training is subsequently undertaken, and service delivery improvements are made
  • To manage cancellation queries and to ensure they are dealt with in good time
  • Understand customer issues and proactively identify a commercial solution
  • To ensure we achieve and exceed customer retention targets
  • Ensure we respond to customers in a timely and professional manner within SLA targets
  • Work as part of a team to manage and maintain a customer base of over 15,000 businesses
  • Collaborate across all teams to resolve client issues
  • Match products and pricing with client needs
  • Renewal of client contracts to prevent loss to competitors, working alongside the Corporate BDMs where required
  • Support our clients with business growth through the promotion of technical solutions
  • Deliver a fantastic client experience.
  • Make outbound telephone contact with clients who cancel subscriptions and retain them as clients, having a positive impact on client retention rates
  • Have excellent product knowledge
  • Support, develop and manage the team leaders daily

What you Bring to the Team


This position has a high level of visibility across the organisation, and you will need to be a strong leader who is able to communicate clearly and compellingly at all levels of the company.

You will be joining a high growth business; we are looking for:


  • New innovative ideas to improve client retention, engagement, and user experience
  • A "cando" attitude
  • Ability to work in a fastpaced 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 with a focus on delivery.
  • A dynamic and flexible approach, as well as the ability to work under pressure.

Why Join our Team?


This is a fantastic multi award winning place to work if you enjoy being exposed to a wide variety of customer service issues across all different sectors.

The office is fast-paced and busy, so we look for colleagues who have a positive and results focusedattitude.

Through training and development, we make sure that everyone who works here has the resources they need to build their careers.


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