Customer Care & Retention

CUSTOMER CARE AND RETENTION MANAGER

Salary: £40-£45K DOE

Location: Manchester City Centre

Keywords: Customer Care, Retention, Manager, Service Transformation, Client Engagement

An exciting opportunity has arisen for an experienced, innovative, and driven Customer Care and Retention Manager to join a rapidly growing business. This role is based in the vibrant Manchester City Centre, offering a competitive salary of £40-£45K depending on experience. The successful candidate will play a pivotal role in enhancing client engagement and retention, managing large scale service transformation projects, and reporting back to senior leadership teams on client journey and feedback. This role offers a unique chance to make a significant impact on the customer experience within a dynamic and fast-paced environment.

* Competitive salary of £40-£45K depending on experience

* Opportunity to drive customer experience and client retention in a growing business

* Based in the vibrant Manchester City Centre

What you'll do:

As a Customer Care and Retention Manager, you will be at the forefront of improving client engagement and retention. You will have the opportunity to project manage large scale service transformation projects, ensuring that all processes take into consideration the client experience. Your role will involve liaising with various teams to resolve client issues, reviewing client experiences, monitoring dissatisfaction levels, supporting management of Client Experience, providing daily support and coaching, as well as producing regular reports for senior leadership.

* Identify non-usage and implement effective processes to increase client usage

* Liaise with Sales, Product and Service teams on any client issues and support in our online reputation

* Review our client experience proposing and implementing enhancements to improve our digital engagement

* Monitor and review client dissatisfaction to improve and enhance the service and product in an efficient way

* Support the management of the Client Experience working closely with the Customer Service Manager

* Provide support and coaching on a daily basis

* Produce daily and weekly reports for Senior Directors and the Senior Leadership Team

What you bring:

The ideal candidate for this Customer Care & Retention Manager position will bring a wealth of experience from a service-driven industry. You will possess excellent communication skills, strong organisational abilities, superb people management skills, and an ability to thrive in a fast-paced environment. Your interpersonal skills will be second-to-none, complemented by your technical knowledge and customer service expertise. A key part of your role will be providing constructive feedback where necessary, so this skill is essential.

* A passion for work with clients in a service driven industry

* Excellent communication skills

* Strong Organisation and time management skills

* Excellent people management skills

* Ability to work in a fast-paced environment with a solutions-based approach

* Excellent interpersonal skills

* Excellent technical knowledge and customer service skills

* Ability to provide constructive feedback where required

What sets this company apart:

This company is a leading player in its industry, renowned for its commitment to excellent customer service and client retention. They offer a range of benefits including 25 days' holiday plus bank holidays, a day off on your birthday, a cash plan scheme, increasing holidays after 2- and 5-years' service, pension plan and life insurance, access to an Employee Assistance Programme, company incentives, access to discount schemes and a profit share scheme. This is an organisation that truly values its employees and offers a supportive and inclusive work environment.

What's next:

Ready to take the next step in your career? Don't miss out on this exciting opportunity!

Apply today by clicking on the link. We can't wait to hear from you!

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates