At a Glance
- Tasks: Lead a dynamic team to enhance customer retention and drive operational excellence.
- Company: Join a global business services company with 36 years of innovation.
- Benefits: Enjoy a competitive rewards package, wellness support, and a vibrant work environment.
- Other info: Be part of a diverse team committed to inclusion and community initiatives.
- Why this job: Shape strategies that make a real impact on customer experience and business growth.
- Qualifications: Proven leadership in customer retention and strong analytical skills required.
The predicted salary is between 58540 - 71548 £ per year.
Company Description
We've been helping businesses grow for 36 years. Today we are a global business services company running in 19 countries across five continents. We're an ambitious, forward-thinking global business who build transformative solutions for our customers to deliver best-in-class sustainable mobility, connectivity and technology solutions.
Job Purpose
We are seeking an experienced and commercially focused Head of Retention to oversee our Telematics Retention function. This is a high-impact role responsible for improving customer retention, reducing churn, maximising revenue recovery, and driving operational excellence across a multi-disciplined team. You will play a critical role in identifying why customers leave, creating insight-led strategies to improve customer outcomes, and building strong partnerships across the wider business to address root causes and drive continuous improvement.
Your responsibilities day to day will be...
- Leadership & Team Management
- Guide, coach and develop a team of 23 employees through seven direct reports.
- Create a high-performance culture focused on accountability, customer outcomes and continuous improvement.
- Assess team structure, capability and resource allocation to ensure the function remains fit for purpose.
- Drive consistency in standards, communication and operational execution.
- Retention & Churn Management
- Develop and execute strategies to improve customer retention and reduce account cancellations.
- Investigate churn trends, stopped device activity and customer attrition data to identify key drivers of customer loss.
- Implement retention initiatives that increase customer value and improve commercial outcomes.
- Complaints, Disputes & Resolution Management
- Oversee the complaints, dispute and payment resolution functions, ensuring customer issues are resolved efficiently and within agreed service levels.
- Implement processes that improve first-time resolution and enhance customer satisfaction.
- Ensure governance, compliance and risk considerations are appropriately managed.
- Reporting, Insight & Continuous Improvement
- Develop robust reporting frameworks and management information that provide meaningful business insights.
- Improve data quality, reporting accuracy and customer reason-code categorisation.
- Leverage CRM and operational data to identify trends, opportunities and areas of concern.
- Build strong relationships with Management Information teams to ensure data and insights are effectively used to shape business priorities and customer-focused improvements.
- Stakeholder Management & Business Partnership
- Develop trusted partnerships with senior stakeholders, leveraging customer insight and business intelligence to inform strategy and drive continuous improvement.
- Partner with Account Management, Sales, Operations, Finance and Customer Service teams to address recurring customer issues.
- Create effective feedback loops that ensure root causes are identified and addressed at source.
Qualifications
What do we expect of you?
- Proven leadership experience within a retention, customer success, customer operations, cancellations or account management environment.
- Strong experience analysing customer churn, attrition and retention performance.
- Demonstrated ability to identify root causes and implement process improvements that drive measurable business outcomes.
- Strong analytical skills with the ability to use data and reporting to identify trends, generate insights and support business improvement.
- Experience building high-performing operational teams through coaching, development and continuous improvement initiatives.
- Ability to operate under your own initiative, taking ownership of strategic and operational priorities.
- Strong stakeholder management skills, including the confidence to influence and engage senior figures through data, insight and collaborative problem solving.
- Commercial awareness and a strong understanding of customer retention drivers.
Desirable
- Experience working within telecommunications, SaaS, subscription-based services, fleet management, telematics or technology-led businesses.
- Salesforce reporting, CRM management or reason-code analysis experience.
- Experience supporting complaints, dispute resolution, administration, customer care or customer recovery teams, with a focus on delivering positive customer outcomes and continuous service improvement.
- Experience managing large-scale operational change and transformation programmes.
Additional Information
Why Join Us? This is an opportunity to lead a business-critical function with significant visibility and influence. You'll join an established leadership team and be given the opportunity to shape strategy, improve performance and create meaningful change across the customer journey.
What can you expect of us? Your impact on Radius will be rewarded with a competitive rewards package plus the opportunity to develop and progress your career in many directions. Our benefits include a pension plan, life assurance, employee fuel card scheme, electric vehicle salary sacrifice scheme, employee assistance programme, and more.
Diversity, Equality & Inclusion at Radius: Our global DEI networks champion LGBTQ+ inclusion, cultural diversity, women's empowerment and mental health, neurodiversity and disability support.
Next Steps: If you feel we are a good match for each other, you can apply online now! If you'd like to understand more about the role or life at Radius before applying, then please contact our talent team directly. Radius is an equal opportunities employer.
Head of Retentions in Hoole employer: Radius Payment Solutions
At Radius, we pride ourselves on being an exceptional employer, offering a vibrant work culture at our state-of-the-art Telematics head office in Crewe. Our commitment to employee growth is evident through tailored development plans and a culture of continuous learning, while our modern workspace features unique amenities like an onsite café and rooftop bar, fostering collaboration and creativity. Join us to make a meaningful impact in the telematics sector, supported by a comprehensive benefits package that prioritises your well-being and career progression.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Retentions in Hoole
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Radius Payment Solutions. 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 Radius Payment Solutions 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!
We think you need these skills to ace Head of Retentions in Hoole
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 Radius Payment Solutions:Your cover letter is your chance to shine! Tell us why you want to work at Radius Payment Solutions 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 Radius Payment Solutions!
How to prepare for a job interview at Radius Payment Solutions
✨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.
