ASM Technologies delivers agile technology distribution across the IT channel, specialising in tier 2 and tier 3 brands. Alongside our focus on innovative solutions and excellent customer service, we’re committed to creating an environment where our people can learn, contribute, and grow.
About the Role
We are looking for a customer-focused Customer Retention Manager to lead our Customer Service team and help deliver an outstanding experience throughout every stage of the customer journey.
This is a hands‑on leadership role where you’ll be responsible for driving customer satisfaction, developing your team, improving processes and ensuring our customers receive a consistently high level of service. You’ll work closely with teams across the business to strengthen customer relationships, maximise retention and identify opportunities to continuously improve how we support our customers.
If you enjoy leading people, solving problems and making a real impact on both customer experience and business performance, we’d love to hear from you.
Key Responsibilities
- Leading, coaching and developing the Customer Service team to achieve individual and team objectives.
- Managing team workload to ensure service levels and customer expectations are consistently met.
- Conducting regular 1:1s, performance reviews and supporting colleague development.
- Acting as the point of escalation for complex customer issues, complaints and service failures.
- Ensuring customer enquiries, orders and after‑sales requests are handled accurately and professionally.
- Monitoring service performance, identifying trends and implementing improvements to enhance the customer experience.
- Driving a culture of continuous improvement through process reviews and operational efficiencies.
- Maintaining accurate customer records within CRM and order management systems.
- Working collaboratively with Sales, Purchasing, Warehouse, and Finance teams to resolve issues quickly and effectively.
- Providing customer insight and feedback to support business decisions and continuous improvement.
- Supporting customer reviews, audits and service meetings where required.
About You
- We’re looking for someone who is passionate about delivering exceptional customer service and enjoys leading and developing others.
- Previous experience leading or supervising a customer service or customer retention team.
- A proven ability to coach, motivate and develop people.
- Excellent communication and relationship‑building skills.
- Strong organisational skills with the ability to prioritise a busy workload.
- Experience handling customer escalations and resolving issues with professionalism and empathy.
- A continuous improvement mindset with the confidence to identify better ways of working.
- Experience using CRM or order management systems.
- Strong attention to detail and the ability to analyse customer trends and service performance.
- A collaborative approach and the ability to build strong relationships across multiple departments.
Why Join Us?
- Be part of a growing international business
- Opportunity to collaborate with global teams
- Clear development and progression opportunities
- Supportive and collaborative company culture
- Company Pension Scheme after probationary
Connect with us on LinkedIn to become part of the ASM community and be the first to hear exciting updates.
Customer Retention Manager Northwich, UK employer: ASM Technologies Limited
ASM Technologies Limited is an excellent employer located in Northwich, offering a dynamic work culture that values attention to detail and collaboration. Employees benefit from opportunities for professional growth and development while working in a supportive environment that prioritises compliance and risk management. Join us to be part of a team that fosters meaningful relationships and contributes to the success of our suppliers and the business.
