At a Glance
- Tasks: Manage customer support, improve satisfaction, and reduce churn through proactive engagement.
- Company: The Arch Company, dedicated to enhancing customer experiences.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Join a collaborative team focused on continuous improvement and customer success.
- Why this job: Make a real difference in customer retention and satisfaction while developing your skills.
- Qualifications: Strong relationship management and communication skills; experience with CRM systems is a plus.
The predicted salary is between 36000 - 44000 £ per year.
The Customer Retention Manager is responsible for dealing with day-to-day customer support requests to improve customer satisfaction, promote self-service digital tools, identify growth opportunities and proactively reduce churn across The Arch Company’s customer base.
This role plays a key part in delivering a more proactive, insight-led retention strategy and in improving the collection and use of customer data and CRM tools to identify risks early, resolve issues, and create opportunities for growth.
Key Accountabilities
- 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.
- Handle lower-level issues raised by neighbours, nearby residents, or other non-customers, escalating more serious or legal matters to the appropriate team.
- 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 (e.g. cases, satisfaction, arrears) 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 (e.g. growth opportunities into Enquiries/Leasing).
Key outcomes / measures of success
- 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.
Skills, Knowledge and Experience
- Essential
- 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.
- Desirable
- Experience in property, leasing, or customer operations environments.
- Experience using CRM systems to manage customer relationships and campaigns.
- Understanding of customer lifecycle management and retention strategies.
Ways of working / behaviours
- 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: The Arch Company
The Arch Company is an excellent employer, offering a dynamic work environment in the heart of London where you can thrive in your career as an Estate Compliance & Operations Coordinator. With a strong focus on employee development, we provide ample opportunities for growth and learning, alongside a collaborative culture that values teamwork and innovation. Join us to be part of a mission-driven organisation that prioritises compliance and governance while fostering a supportive atmosphere for all staff.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retention Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The Arch Company. 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 The Arch Company 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 Customer Retention Manager
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 The Arch Company:Your cover letter is your chance to shine! Tell us why you want to work at The Arch Company 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 The Arch Company!
How to prepare for a job interview at The Arch Company
✨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.
