Head of Retention and Growth

3 weeks ago

Manchester, United Kingdom The Portfolio Group Full time

Portfolio are proud to be exclusively representing our award-wining, multinational Professional services client in their search for a Head of Retention and Growth. This is a brand-new role, created due to the growth and success of the team in their Global Headquarters based in the heart of Manchester.

The successful candidate for this role will have significant experience with an operational / retention background working with senior leadership and cross-functional teams to improve retention and operational growth.

Reporting to the Director of Operations the successful candidate will have experience of working within a client experience & retention team. They will have worked with sales targets for retention and growth. They will be confident to project manage large volumes of retention successes, as well as being able to identify insights that can help develop future client growth.

The role will also require you to lead a team of Client Experience Account Managers and Retention Specialists and your focus will be to retain more of our existing client base and add growth.

The Head of Growth and Retention will also be responsible for:

  • Manage the core metrics linked to client retention and client cancellation requests.
  • Identifying recurring trends, for example, non-usage cancellation requests
  • Daily team management, conducting regular individual and team reviews and identify training needs and ensure that training is subsequently undertaken and service delivery improvements are made
  • Monitor and review client retention reasons to escalate and identify as areas for improvement
  • Producing regular reports and dashboards to the Operations Director and Senior Leadership teams on overall retention performance.

Job Goals and Metrics

  • To ensure that client retention is maintained at a minimum agreed figure
  • To ensure client requests are contacted within 24hrs
  • Individual and overall Team performance is regularly monitored
  • To monitor and review client retention interactions to ensure they are dealt with professionally, courteously and in a timely manner with a root cause analysis undertaken
  • To produce dashboards and reports, highlighting retention figures, SLA adherence

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 and we are therefore looking for.

  • New innovative ideas to improve client retention and growth.
  • A "can-do" attitude.
  • Ability to work in a fast-paced 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 approach, with the ability to work in a fast passed environment.
  • Excellent People Management Skills.
  • A dynamic and flexible approach, as well as the ability to work under pressure.

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