Client Retentions Manager (North American Market)

PHMG

Manchester

On-site

GBP 35,000 - 65,000

Full time

14 days+

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Benefits offered by this job

Free PureGym membership after 3-months served

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 per year

Smart pension scheme

Life insurance and critical illness cover

Free fruit & breakfast

Company sports teams

On-site barber and beautician

Career development linked to performance

Job summary

A leading audio branding agency based in Manchester is looking for a Client Retentions Manager. You will engage with clients to enhance their experience and manage various queries. The ideal candidate will have B2B experience and excellent communication skills. This full-time role includes a competitive salary and substantial benefits such as gym membership and additional leave for birthdays.

Qualifications

Previous experience working in a B2B role.
Ability to thrive in a customer retention focused environment.
Excellent written and oral communication skills.

Responsibilities

Take inbound enquiries from clients intending to cancel subscriptions.
Provide world-class customer service to maximise retention opportunities.
Maintain a CRM database on a daily basis.

Skills

Customer service skills

Effective personal organisation

Negotiation skills

Attention to detail

Problem-solving capabilities

Job description

Overview

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