At a Glance
- Tasks: Drive customer retention and growth through innovative programmes and strategic initiatives.
- Company: Dynamic company located in central London with a focus on customer success.
- Benefits: Long contract, hybrid work model, and free breakfast on site.
- Other info: Collaborative environment with opportunities for professional growth.
- Why this job: Make a real impact by fostering trust and loyalty with customers globally.
- Qualifications: 4+ years in Customer Success with a proven track record of exceeding targets.
The predicted salary is between 51750 - 63250 £ per year.
Customer Success & Retention Manager sought for 9-month contract responsible for driving retention and customer growth across a global customer base, primarily consisting of accountants, sole traders and small businesses. Located in superb offices in central London, hybrid with 3 days a week in the office.
Responsibilities
- Drive and deliver net new retention programmes which leverage digital platform capabilities and human assisted interactions.
- Develop programmes which deliver robust relationships with all customers, fostering trust and loyalty.
- Further embed their use of AI, data, and propensity models to develop proactive intervention capabilities that prevent customer churn.
- Partner with Customer Experience Design to create the detailed design, playbook and implementation plan to enable execution of these strategic initiatives.
- Programme manage the implementation of programmes working with global peers and stakeholders.
Skills
- You have a minimum of 4 years experience and a track record of exceeding retention and revenue targets in the Customer Success space.
- Strategic thinker with strong business acumen.
- Data driven – able to quantify ROI, articulate impact and identify focus areas for continuous improvement.
- Confident communicator - you will have excellent written and verbal communication skills.
Benefits
- Long contract.
- Hybrid.
- Free breakfast on site.
Customer Success & Retention Manager in London employer: EF Recruitment
Join our award-winning Global SaaS client as a Business Analyst, where you'll thrive in a hybrid working environment that fosters collaboration and innovation. With a focus on employee growth and the opportunity to work with cutting-edge AI tools, this role not only enhances your analytical skills but also allows you to make a significant impact on customer success strategies. Enjoy the benefits of a long-term contract with the potential for extension, all while being part of a dynamic team dedicated to operational excellence and customer experience.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success & Retention Manager in London
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like EF Recruitment.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like EF Recruitment. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Success & Retention Manager in London
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to EF Recruitment.
How to prepare for a job interview at EF Recruitment
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in EF Recruitment's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services EF Recruitment offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
