Head of Retention and Growth

2 weeks ago

Sheffield, United Kingdom Tes Global Full time

**Department**: Sales
**Status**: Full time, permanent
**Location**: Sheffield
**Reporting to**: Software Sales Director
**Works with**: Customer Success, Sales Management, Software Sales Specialists
**Direct reports**: Retention and Growth Executives

Our Vision
We power schools and enable great teaching worldwide, by creating intelligent online products and services to make the greatest difference in education.

**Basic scope and primary objectives**:
This role will be focussed on our Staff Management product, which schools use to recruit, train and retain their staff. It is deeply penetrated into the market and this role is essential in leading the team which will focus on retaining customers who have cancelled, moving customers from legacy products onto Staff Management as part of their renewal and upselling additional services to renewing customers.

Our biggest challenge is building understanding and value within the product with very busy, cancelling customers who see cost as a top priority in their decision making. It will be your job to work with Customer Success to improve cancellation rates and leading your team to renew cancelling customers with varying lengths of notice, as well as win back customers who’s contracts have expired in the last 3 months.

This is a Head of level role within the Sales function. You will design your team to own ambitious monthly retention and growth targets and lead your team to achieve and exceed these, accelerating the growth of our business. Withfull line management responsibilities managing day-to-day management of the teams’ activities and achievements whilst also looking ahead to future months and planning our long term success.

This is a fast-paced, customer facing and coaching/management role where you will have responsibility for your team’s revenue results, contributing by working with our largest customers as well as influencing and enabling the success of the team. You will have responsibility for developing and implementing strategies to achieve revenue retention and growth targets. You will always lead with data and will stay very close to the detail of each deal and trends in your cohort of customers. You will need to be comfortable with leading a high degree of outbound calling and contact, demonstrating and value-based selling and you will be expected to achieve ambitious customer and revenue retention targets and account growth targets, for which you will be highly rewarded.

You will be leading a team towards achieving two key objectives: 1) improving the levels of retention of our customer base - by rapidly engaging with customers that have decided to cancel one or more of the services they receive from Tes, you will seek to understand their reasons for cancellation, identify customer pain points and propose solutions to retain them 2) increasing revenues by upgrading customers to higher-end, higher value products to meet the needs of their school - by understanding and targeting our existing customers, understanding their needs and demonstrating the value of higher value packages. In 2024 you will also be responsible for transitioning any legacy contract Recruitment customers on to the Staff Management solution, achieving revenue targets for these.

Leading a team with mixed experience and skill levels you will be a strong coach, manager and leader. You will be expected to achieve exceptional levels of product knowledge and be able to demonstrate the software solutions that you are working with to a high level.

You will need to have strong sales skills and knowledge of different sales methodologies and sales process, using these to achieve optimal results. You will manage the team day to day via KPIs and other sales metrics which you will need to develop and refine over time.

You will need to be comfortable with using the CRM to manage pipeline and be able to provide accurate weekly sales forecasts to your manager.

You and the team will work within a defined product set across a geographic region or within a defined account base. You will need to have strong experience of selling software solutions, be self-motivated, target driven and comfortable operating in a fast-paced environment. Equally, you should be able to respond to internal and external change dynamics and be comfortable leading others through change.

**Key role responsibilities**:

- Lead the Retention and Growth Executive team to improve retention levels within their customer base.
- Manage a cadence of cancellation notifications at pace to uncover pain points and provide appropriate solutions.
- Establish and maintain key KPI’s around response times, retention rates and value retention.
- Meet customer and revenue growth targets and key performance indicators set by the business.
- Accurate sales and pipeline forecasting
- Maintain headcount capable of delivering company objectives and revenue results.
- Assessment of skills and capabilities, identification of training

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