At a Glance
- Tasks: Manage customer support, improve satisfaction, and reduce churn through proactive engagement.
- Company: Dynamic company focused on customer retention and satisfaction.
- Benefits: Full-time role with opportunities for growth and development in London.
- Other info: Collaborative environment with a focus on data-driven decision making.
- Why this job: Make a real impact by enhancing customer experiences and driving retention strategies.
- Qualifications: Strong relationship management skills and experience with CRM systems preferred.
The predicted salary is between 40000 - 50000 £ per year.
The Customer Retention Manager is responsible for day-to-day customer support requests to improve customer satisfaction, promote self-service digital tools, identify growth opportunities and proactively reduce churn across the company’s customer base.
This role supports delivering a proactive, insight-led retention strategy and helps improve the collection and use of customer data and CRM tools to identify risks early, resolve issues, and create opportunities for growth.
Key Responsibilities- Customer service and issue resolution
- Serve as a key contact for customer queries or requests, resolving matters promptly and escalating more complex requirements when needed.
- Carry out proactive check-ins with customers to monitor satisfaction, identify risks, and spot growth opportunities.
- Share customer experience insights internally to support continuous improvement.
- Onboarding and offboarding
- Deliver a smooth onboarding experience, ensuring customers are set up for success from day one.
- Manage offboarding processes where needed, with clear communication on requirements and timescales to set expectations.
- Customer Hub and self-service adoption
- Drive adoption of the Customer Hub and self-service tools, helping customers use available digital services confidently.
- Encourage digital-first handling of routine requests to improve speed, consistency, and customer experience.
- Customer insight and data
- Maintain accurate and up-to-date customer information and data in CRM systems to support retention activity and effective use of the Customer Hub.
- Use customer data, feedback, and behavioural indicators to identify trends and risks.
- Contribute to the development of customer segmentation (e.g. high value, at risk, growth) and prioritisation strategies.
- Retention and churn management
- Proactively engage high-value or at-risk customers to spot churn risks early and enable timely action to improve outcomes.
- Escalate and help resolve issues that may impact retention, working closely with internal teams.
- Customer experience improvement
- Gather and share customer insight to help improve products, services, and processes.
- Identify recurring issues and work with internal teams to drive continuous improvement.
- Support initiatives that enhance customer satisfaction and retention outcomes.
- Collaboration
- Work closely with internal teams to deliver joined-up customer management.
- Feed retention opportunities and risks into relevant teams.
- Improved customer retention rates and reduced churn.
- Increased customer satisfaction (e.g. NPS / OSAT).
- Higher engagement with Customer Hub and digital services.
- Effective identification and management of at-risk customers.
- Strong quality and completeness of customer data.
- Strong relationship management skills with a customer-first mindset.
- Proven ability to identify and manage customer risk and retention opportunities.
- Excellent communication skills, both written and verbal.
- Ability to work with data and insights to inform decisions.
- Proactive and organised, with strong problem-solving skills.
- Experience in customer operations environments.
- Experience using CRM systems to manage customer relationships and campaigns.
- Understanding of customer lifecycle management and retention strategies.
- Customer-focused: puts customer outcomes at the centre of decisions.
- Proactive: identifies issues early and takes action.
- Collaborative: works effectively across teams to solve problems.
- Data-led: uses insight to prioritise activity and improve outcomes.
- Practical and solution-oriented: focuses on what will make the biggest difference.
Customer Retention Manager employer: Instant Impact
As a Customer Retention Manager in London, you will thrive in a dynamic work culture that prioritises customer satisfaction and continuous improvement. The company offers robust employee growth opportunities, including training in CRM tools and data analysis, while fostering a collaborative environment where your insights directly influence retention strategies. With a focus on innovation and a commitment to employee well-being, this role provides a meaningful chance to make a significant impact on customer experience and business success.
