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    Customer Retention Manager - United Kingdom - NST Recruitment Limited

    NST Recruitment Limited
    NST Recruitment Limited United Kingdom

    6 days ago

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    Description

    Customer Retention Manager – Hybrid – London

    REF: 34065
    LOCATION: United Kingdom
    SALARY: 70,000 GBP
    TYPE: Permanent

    Position: Customer Retention Manager – Hybrid
    Department: Telecommunication
    Type: Full Time, Permanent
    Location: London – Hybrid – 2 days per week
    Start Date: ASAP

    Overview:

    Our client an established telecommunications maintenance firm providing essential services to industry players. Renowned for reliability and client satisfaction, this opportunity offers a foothold in a lucrative sector. As Customer Retentions Manager, you will play a pivotal role in developing and implementing strategies to support our growth strategy through maximizing customer retention and enhancing overall customer satisfaction.

    Key Responsibilities:

    • Develop proactive and innovative retention strategies based on customer feedback to increase loyalty and reduce churn rate.
    • Collaborate closely with cross-functional teams, including Cease and Sales teams, to align retention efforts with overall business objectives.
    • Analyse and monitor key customer data and metrics to identify trends, patterns, and areas for improvement in retention rates.
    • Research changes in customer behavior, sector trends, and product needs to anticipate and mitigate unexpected churn.
    • Proactively reach out to customers before renewal dates to negotiate contracts, retain business, and identify growth opportunities.
    • Collaborate with sales team to propose strategies for customer retention and lead generation, focusing on upselling and cross-selling to address customer needs.
    • Conduct surveys, gather feedback, and implement changes to improve retention rates.
    • Train staff on retention techniques and best practices.
    • Provide regular reports to management on retention efforts and areas for improvement.
    • Contribute to CRM system management and development for strategic decision-making.
    • Stay updated on industry trends, competitor activities, and technological advancements to adapt strategies accordingly.

    Key Skills:

    • Strong analytical skills with the ability to interpret customer data and identify actionable insights.
    • 5 + years' experience in a customer retention role.
    • Working to and achieving KPI's.
    • Excellent communication and negotiation skills to effectively engage with customers and cross-functional teams.
    • Proven track record of developing and implementing successful retention strategies.
    • Ability to adapt to changing business needs and industry trends.
    • Experience in customer relationship management and retention tactics.
    • Detail-oriented with a focus on delivering seamless retention processes.
    • Prior experience in the telecommunications, managed service and/or SaaS markets is essential.
    • Proficiency in CRM software and Microsoft Office packages as well as other relevant tools for customer data analysis.
    • Personable with a strong ability to build rapport and develop a good customer connection to establish trust and confidence with customers.

    Customer Retention Manager – Hybrid – London

    • United Kingdom
    • 70,000 GBP

    Position: Customer Retention Manager – Hybrid Department: Telecommunication Type: Full Time, Permanent Location: London – Hybrid – 2 days...

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