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Senior Customer Retention Manager

2 months ago

London, Greater London, United Kingdom Utility Warehouse Limited Full time
Job Summary

We are seeking a highly skilled Senior Customer Retention Manager to join our Commercial Development team at Utility Warehouse Limited. As a key member of our team, you will be responsible for developing and implementing commercial strategies to increase customer lifetime value and reduce churn rate.

Key Responsibilities
  • Develop and implement commercial strategies to increase customer lifetime value and reduce churn rate.
  • Analyse and build customer insight to identify opportunities to boost customer retention and challenges that contribute to churn.
  • Identify possible customer segmentation strategies and appropriate in-life value building and retention solutions.
  • Develop commercial strategies to build in-life customer value, such as maximising cross and upsales, and developing new customer contact opportunities.
  • Drive delivery of the plan through collaboration with cross-functional teams, including service P&L, finance, sales, customer, and marketing.
What We Offer
  • Share Options and a Save as You Earn scheme.
  • Hybrid working, with 2 days in the office.
  • Discount on our services and a Cashback Card.
  • A matched contribution pension scheme and life assurance up to 4x your salary.
  • Family-friendly policies, designed to help you and your family thrive.
  • Electric Vehicle scheme.
  • Discounted private health insurance, access to an Employee Assistance line, and a free Virtual GP.
  • Belonging groups that help us shape an even more inclusive future.
  • A commitment to helping you develop and grow in your role.
Requirements
  • Experience in a similar role leading the development of customer lifetime value and customer retention initiatives.
  • Experience in leading and developing cross-functional teams in a highly matrixed organisational environment.
  • Strong analytical and data modelling skills.
  • Customer-obsessed, with the ability to understand our customer base through deep insight.
  • Able to communicate effectively at a senior level, translating complex information into simple language.
  • Approachable and collaborative, with excellent interpersonal communication skills.