Due to continuing growth, my client, an Automotive Finance company based in North London are now looking for an experienced Retentions Manager to join their marketing team.
The purpose of the role is to be in constant contact with customers and implement highly-engaging retention strategies across the organisation. The ideal candidate will be comfortable making outbound calls and have a solid background in forming / implementing industry leading retention strategies. You will have a proven track record of taking data lead insights and delivering creative solutions.
Key Responsibilities of the Retentions Manager:
Make daily outbound calls to existing customers
Develop strong relationships with the client base and identify opportunities to retain their business
Work with the sales team to maximise retention opportunities
Identifying and engaging with lapsed customers
Implement a strategy to deliver a world class customer experience, integrating a technical back office function to a personal customer approach
Define strategic customer life cycles that increase retention across the business
Ensure that existing core service retention programmes are fully utilised, well promoted and provide the customer with timely and relevant communications.
Continually analyse and improve the customer journey to ensure that our customers receive seamless, efficient and exceptional customer service
Analyse, prepare and report on retention data for the Senior Management team
Implement and maintain ongoing performance measurement reports.
Devise new retention techniques that lengthen the customer life cycle
Recommend systems for the business to pursue.
Engage with the marketing team to implement effective and tactical campaigns.
A proven sales record
Exceptional customer service skills
Highly numerate and commercially minded. Proven ability to create & interpret complex commercial and financial analysis and make changes as necessary
Strong analytical ability and excellent interpersonal, verbal and written skills.
Intermediate/Advanced Excel Skills
A knowledge of FCA compliance
Relevant experience in Management, Sales or Customer Services
Previous experience of working in a business renowned for its world class customer service
Competent and confident in relationship building and effectively able to influence senior management
Economic/financial (spreadsheet) modelling
Be able to prioritise workloads
If this sounds of interest then please don't hesitate to send an up to date CV for immediate consideration.
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