Job Description

  • Job Reference:P968999LC_1658221270

  • Job Type: Permanent

  • Job Industry: Business Services

  • Contact Name: Libbie Cunningham

  • Job Location: Leicestershire

  • Job Title: Head of Retention Growth

  • Job Salary: £45000 - £50000 Per Annum

Posted On: 19th July 2022

Our client are one of the leading providers of advice and consultancy across HR, Health and Safety and Employment Law and they have a new opportunity for a Head of Retention and growth.

This is a great opportunity to join an already well established but growing business, over the last 2 years they have grown 20% and have plans to go much further. They are part of a global group that have a multimillion turnover year on year where hard work is rewarded.

From the client:

“This is a fantastic role for an experienced, consultative business development manager who has the ability to hunt new business and meet with SME owners in the field to sell our award winning HR and Health and Safety solutions that include the well-known Bright HR software company as seen on Sky News (Over 60,000 customers over the UK, Ireland, Australia, New Zealand and Canada!).

Retention of our clients is integral to our success, ensuring we become the Number one HR and H&S solutions provider in the UK. The successful candidate for this role will have significant experience with an operational / retention background working with senior leadership and cross-functional teams to improve retention and operational growth.

Reporting to the Director of Operations the successful candidate will have experience of working within a client experience & retention team. They will have worked with sales targets for retention and growth. They will be confident to project manage large volumes of retention successes, as well as being able to identify insights that can help develop future client growth. The role will also require you to lead a team of Client Experience Account Managers and Retention Specialists and your focus will be to retain more of our existing client base and add growth.

Day-to-Day Responsibilities

* Manage the core metrics linked to client retention and client cancellation requests.
* Identifying recurring trends, for example, non-usage cancellation requests
* Daily team management, conducting regular individual and team reviews and identify training needs and ensure that training is subsequently undertaken and service delivery improvements are made
* Monitor and review client retention reasons to escalate and identify as areas for improvement
* Producing regular reports and dashboards to the Operations Director and Senior Leadership teams on overall retention performance.

Job Goals and Metrics

* To ensure that client retention is maintained at a minimum agreed figure
* To ensure client requests are contacted within 24hrs
* Individual and overall Team performance is regularly monitored
* To monitor and review client retention interactions to ensure they are dealt with professionally, courteously and in a timely manner with a root cause analysis undertaken
* To produce dashboards and reports, highlighting retention figures, SLA adherence

What you Bring to the Team

This position has a high level of visibility across the organisation and you will need to be a strong leader who is able to communicate clearly and compellingly at all levels of the company. You will be joining a high growth business and as such we are looking for

* New innovative ideas to improve client retention and growth
* A “can-do” attitude
* Ability to work in a fast-paced environment with strong time management skills.
* The ability to present complex information in a clear and concise manner to a variety of audiences.
* Highly collaborative approach
* A dynamic and flexible approach, as well as the ability to work under pressure.



Personal Details


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