Customer Retention Manager

Membership Retention Manager / London / £52,000 / Hybrid Working

My client is a leading membership organisation offering exceptional experiences and services to their business members through consultancy and value-added services.

“We are looking for an experienced individual to lead in delivering exceptional experiences that enhance the organisation’s members satisfaction, loyalty and retention, while streamlining operations in the delivery of our 3-year strategy”

Role and Responsibilities:

• Lead and develop a high-performing team: manage, mentor and inspire the retention team.
• Set clear objectives and KPIs: establish clear performance metrics for the team, aligned with overall business goals.
• Cross-functional collaboration: work closely with other departments to ensure alignment of retention strategy with overall company objectives.
• Operational excellence: monitor daily operations to ensure efficient and effective output, supporting the team with a hands-on approach as necessary, including managing escalations

Essential Skills:

• A minimum of 5 years’ experience working in retention, customer success or related roles, with at least 2 - 3 years’ experience in a management position
• Proven track record of developing and executing successful retention strategies
• Strong analytical skills, with experience in data analysis and reporting
• Excellent communication (both written and verbal), leadership, and interpersonal skills
• Proficiency with CRM tools, customer journey mapping and customer segmentation

Package:

• Basic Salary up to £52,000
• Hybrid working (3 days in the office)
• Excellent Pension up to Personal contribution of 5%, company contribution of 12%
• Healthcare, dental, cycle to work scheme and many more !

Membership Retention Manager / London / £52,000 / Hybrid Working