At a Glance
- Tasks: Lead the retention team to boost customer loyalty and reduce churn.
- Company: Dynamic company in Altrincham with a focus on customer value.
- Benefits: Competitive salary, bonus, hybrid working, and great benefits.
- Other info: Opportunity for career growth in a fast-paced environment.
- Why this job: Make a real impact by driving customer retention strategies and leading a motivated team.
- Qualifications: Experience in telesales or contact centre leadership and strong commercial awareness.
The predicted salary is between 70000 - 70000 £ per year.
This is a new and exciting role as my client's team is growing for a Head of Retention. To drive a strong commercial culture where customer conversation is treated as an opportunity to retain, renew or protect value.
You will take ownership of the retention function, looking after customer retention performance, renewal growth and churn reduction. Reporting directly to the Customer Value Director.
Are you a commercial thinker with experience leading a telesales or contact centre team? Do you have a clear understanding of subscription management and customer lifecycle? Can you drive performance and motivation of your team?
The role is responsible for translating customer value, lifecycle and churn strategy into day-to-day operational execution, ensuring the Retention Telesales team is commercially focused, data-led, highly motivated and performance-driven. Are you hands-on with experience working fast paced and able to turn insight into targeted activity that improves save rates, renewal performance, customer value and base growth? This is more than a contact centre management role.
Responsibilities of the Head of Retention:- Own day-to-day delivery of retention, renewal and save performance across the Retention team.
- Set clear targets for save rate, renewal volume, answer rate, conversion, outbound productivity, deal quality and customer value protection.
- Work closely with the Customer Value Director to translate retention and CVM strategy into clear operational plans.
- Monitor performance against targets and drive action where results are behind expectation.
- Lead, support and develop Retention Team Managers and Senior Advisors.
- Identify capability gaps and implement team coaching plans to improve save rate, negotiation quality and renewal conversion.
- Build a motivated, resilient and sales-focused team culture.
- Set clear standards around professionalism, customer handling, negotiation, objection handling and follow-up ownership.
- Use data and behavioural insight to identify churn risks within the customer base.
- Work with analytics, CX, finance, marketing and operational teams to understand the drivers of churn, suspension, cancellation and non-renewal.
- Use performance data to understand what is working, what is not, and where action is needed.
- Experience leading telesales, retention or outbound contact centre teams.
- Proven ability to manage sales or retention performance through targets, coaching and structured performance management.
- Strong commercial awareness and understanding of customer value, churn, renewals and base growth.
- Data-led and analytically confident, with the ability to interpret performance data and turn insight into action.
- Experience setting goals, managing KPIs and improving conversion performance.
- Strong people leadership skills, including coaching, motivation, accountability and manager development.
- Comfortable working hands-on in a growing or changing business.
- Strong understanding of customer conversations, objection handling, negotiation and save activity.
- Ability to work cross-functionally with insight, marketing, finance, customer service and operations.
- Confident communicating with senior stakeholders and presenting clear recommendations.
Head of Retention in Altrincham employer: CCA Recruitment Group
Join a dynamic and innovative company as a Business Development Executive in the construction sector, based in Bournemouth. With a hybrid working model, competitive salary, and uncapped commission potential, you'll thrive in a supportive environment that values your contributions and fosters professional growth. Enjoy a strong benefits package, including generous holiday allowances and access to 24/7 GP services, while building long-term partnerships and driving meaningful change in the industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Retention in Altrincham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CCA Recruitment Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CCA Recruitment Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CCA Recruitment Group:Your cover letter is your chance to shine! Tell us why you want to work at CCA Recruitment Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CCA Recruitment Group!
How to prepare for a job interview at CCA Recruitment Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
