Customer Retention Manager – Sales

Role Overview

The Customer Retention Manager will take ownership of customers at risk, have stopped using the product, or have expressed an intent to cancel. The primary objective is to protect and retain revenue, re-establish product usage, and secure renewals by demonstrating ongoing value from Experian’s solutions.

What You Will Do

The Customer Retention Manager will build strong client relationships, negotiate favourable contract terms, and influence client decision-making to drive positive business outcomes. They will engage with clients who wish to cancel, addressing their concerns and presenting tailored solutions to retain their business.

Why It Might Be a Fit

The ideal candidate will have experience in customer retention, particularly with SME clients, account management, or a similar role in the B2B software industry. They will demonstrate achievement of retention targets and forecasting, and have a track record of achieving retention, renewal, or revenue protection targets rather than pure new-business sales.

Requirements

• Experience in customer retention, particularly with SME clients, account management, or a similar role in the B2B software industry.
• Demonstrate achievement of retention targets and forecasting.
• Track record of achieving retention, renewal, or revenue protection targets rather than pure new-business sales.
• Strong commercial negotiation skills with the ability to influence outcomes while maintaining long-term customer relationships.
• Tailor communication style to suit a diverse audience, building partnerships and conveying complex information clearly.
• Demonstrate a data-driven approach to decision-making and address client concerns and present tailored solutions.
• Experience collaborating effectively, aligning client needs with our goals to achieve mutually beneficial outcomes.

Benefits

• Hybrid working – 40% office based
• Great compensation package and uncapped commission
• Pension
• Bupa healthcare
• Sharesave Scheme
• 25 days annual leave with 8 bank holidays and 3 volunteering days
• Purchase additional annual leave

Tagged as: Data Analysis, Forecasting