Client Retentions Manager (North American Market)

PHMG; Greater Manchester; On-site; GBP 35,000 - 65,000; Full time

Job summary

A leading audio branding agency is looking for a Client Retentions Manager to enhance client experiences. The ideal candidate will possess excellent communication skills and a background in sales or account management. Responsibilities include handling client inquiries, providing solutions to improve satisfaction, and managing a CRM database. The position offers competitive salary with OTE, benefits like gym membership and additional leave, and opportunities for career development.

Benefits

Free PureGym membership after 3 months

Cycle to work scheme

23 days annual leave plus bank holidays

Additional half day off for birthday

Enhanced maternity, paternity and adoption leave

Two volunteer days for a charity of choice

Smart pension scheme

Life insurance and critical illness cover

All expenses paid company events

Free fruit & breakfast

Company sports teams

On-site barber and beautician

Car valet service

Career development linked to performance

Fundraising initiatives for charity

Dedicated Employee Assistance Programme

Qualifications

• Previous experience working in a B2B role.
• Self-starter with drive, ambition, and creativity.
• Ability to work under pressure with a positive outlook.

Responsibilities

• Take inbound enquiries from clients intending to cancel.
• Provide world-class customer service to retain business.
• Identify customer issues through effective questioning.
• Offer tailored solutions to meet customer needs.
• Manage a CRM database on a day-to-day basis.

Skills

Excellent customer service skills

Ability to thrive in a customer retention environment

Negotiation skills

Effective personal organisation

Attention to detail

Problem-solving capabilities

Written and oral communication

Job description

The world’s leading audio branding agency, PHMG creates technology-fuelled, creative branding solutions to help businesses across the globe make the most of every audio touchpoint. Our global client base reaches across 54 countries – and we’re investing in ensuring that each of our 36,000 clients has an unrivalled customer experience.

An exciting opportunity has arisen for a Client Retentions Manager to play a crucial role in continuing our company’s success, acting as an advocate for our product in all communications. We’re looking for an individual with a background in either sales, account management or operations, who enjoys engaging with clients day‑to‑day to gather feedback and improve our service through updates and changes.

The role requires you to be comfortable when communicating with clients of all levels, both over the telephone and via email – so excellent communication skills are a must. You’ll be confident when dealing with any situation that arises, self‑motivated and a highly skilled problem solver. You’re also an exceptional listener, ever empathetic to our clients’ needs while respecting our needs, too.

Location: Old Trafford, Manchester

Salary: £35,000 base and £65,000 OTE

Hours: Monday - Thursday (1pm - 10pm), Friday (1pm - 6pm) - 4.5 days per week

Responsibilities

• Taking inbound enquiries from clients who intend to cancel or review their subscription
• Providing world‑class customer service to maximise any opportunities to retain existing business
• Correctly identifying customer issues through effective questioning
• Providing solutions through quality communication, leading to a fast and efficient customer experience
• Maintaining an excellent level of knowledge of all our products and services in order to offer the customer a solution that is tailored to their needs
• Managing a CRM database on a day‑to‑day basis

Skills, Knowledge and Experience Required

• Previous experience working in a B2B role
• Excellent customer service skills
• Ability to thrive in an environment targeted towards customer retention and satisfaction
• Effective personal organisation; self‑starter with drive, ambition and creativity
• The ability to negotiate, coupled with excellent written and oral communication
• Excellent attention to detail and problem‑solving capabilities
• Ability to work under pressure with a constant positive outlook when being faced with complex client issues

Benefits

• Free PureGym membership after 3-months served
• Cycle to work scheme
• 23 days annual leave plus bank holidays, increasing with length of service
• Additional half day off for birthday
• Enhanced maternity, paternity and adoption leave
• Two volunteer days per year for a charity of your choice
• Smart pension scheme
• Life insurance and critical illness cover
• All expenses paid company events in sought after venues
• Free fruit & breakfast
• Company sports teams
• On‑site barber and beautician
• Car valet service
• Career development directly linked to your performance
• Fundraising initiatives for our registered charity – the PHMG Foundation
• Dedicated Employee Assistance Programme