Retention Manager

Reporting to Associate Director - Retention & Customer Services Team Leader £32,500–£35,000 DOE + up to £20,000 Performance Bonus (OTE c. £52.5k–£55k) Our client, an industry-leading EAP and OH provider and Sunday Times 'Best Places to Work' organisation, is looking for a Retention & Customer Services Team Leader to join their growing team. This is a hands-on leadership role where you'll be instrumental to the success of the business. You'll drive retention performance across your team while personally engaging in high-stakes client conversations, spotting upsell opportunities, and ensuring business KPIs are consistently exceeded. This isn't just about managing a team – it's about coaching, mentoring, and developing your people to deliver exceptional standards through a sales-through-service approach. As a Retention & Customer Services Team Leader, you'll oversee the full performance cycle: setting clear targets, conducting regular quality checks and coaching sessions, delivering bi-weekly 1-to-1s, and identifying training needs to help your team excel. With a strong focus on performance analysis and opportunity spotting, you'll drive efficiencies across the Relationship Executive team while supporting them to reach their full potential. This fast-paced role requires someone who can balance strategic leadership with being in the thick of it – problem-solving retention challenges, attending client and broker meetings, and championing upgrades and upsells throughout your portfolio. You'll collaborate across all stakeholders to deliver on ad hoc and project requests, ensuring clients receive outstanding support at every touchpoint. This role would be ideal for someone with proven team leadership experience in retention who thrives on developing others while staying commercially focused. You'll bring high energy, strong coaching skills, and the ability to motivate your team to perform at their best. If you're a confident communicator who leads by example, drives results, and genuinely cares about your team's success, this is your opportunity to make a real impact with a market-leading employer. What's in it for you? You'll be joining a fast-paced, growing business where your work makes a genuine difference. By leading a team that ensures services run smoothly for client organisations, you're directly impacting employees' lives – providing them with critical support that's essential to their wellbeing and their employer's success. This is a place that rewards ambition. If you enjoy a challenge and have genuine enthusiasm for overcoming obstacles, you'll thrive here. Through on-the-job training and development, you'll have the resources to build your career with unlimited opportunities ahead. The environment is busy and dynamic, so a positive, focused attitude and confidence in your communication will see you excel. What you'll be doing: Lead and develop your team – Monitor, mentor, and motivate your Relationship Executives to ensure they're supported and performing at their best Set the standard – Establish clear performance targets and conduct 3-5 weekly quality checks and coaching sessions per person on core processes Drive performance excellence – Deliver bi-weekly 1-to-1s to keep your team supported, informed, and on track with their portfolio performance Coordinate development – Identify training needs and ensure your team has the skills and knowledge to excel in their roles Be hands-on when it counts – Support high-priority client and broker meetings to discuss renewals, tackle retention challenges, and secure upsell opportunities Champion collaboration – Provide leadership across all stakeholders, ensuring seamless coordination on ad hoc and project requests Problem-solve at pace – Successfully overcome client retention challenges with creativity and commercial insight Spot and drive opportunities – Lead from the front in identifying and converting upgrade and upsell opportunities across the team's portfolio Drive operational excellence – Implement efficiencies and improvements across the Relationship Executive team to elevate service standards The rewards: Working for this exceptional company means being rewarded greatly for your contribution. Here's what you'll receive: 25 days' holiday plus bank holidays (increasing after 2 and 5 years' service) Your birthday off Cash health plan for you and your family Pension plan and life insurance (contributions increase with service) Contractual sick pay Private medical insurance after 5 years Profit share scheme Holiday season bonus after 3 years Free on-site gym Season ticket loan and cycle to work schemes Employee Assistance Programme access Company incentives and discount schemes About the company: This is a truly service-led business and the industry-leading EAP and OH provider – recognised as a Sunday Times 'Best Places to Work' organisation. With an unrivalled track record of strong year-on-year growth, they support over 80,000 organisations and 13 million lives across the UK and Ireland. As part of a global group with 14 operating companies and circa £500m turnover, there's substantial financial backing for continued expansion, including acquisition and international development. This isn't just a job – it's a platform for exceptional career advancement with a business that's going places.