CRM-Driven Retention & Growth Lead

thearchco; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

The Arch Company is seeking a Customer Retention Manager to drive proactive retention initiatives across its Greater London customer base. You will handle day-to-day customer support requests, promote self-service digital tools, and uncover growth opportunities to reduce churn.

You will help shape an insight-led retention strategy, improve collection and use of customer data, and optimize CRM tools to identify risks early and resolve issues, delivering lasting customer value.

Responsibilities

• Handle day-to-day customer support requests to resolve issues promptly.
• Promote self-service digital tools to customers to improve satisfaction and reduce workload.
• Identify growth opportunities and actions to reduce churn across the customer base.
• Support development of a proactive, insight-led retention strategy using customer data.

Job description

The Arch Company is seeking a Customer Retention Manager to drive proactive retention initiatives across its Greater London customer base. You will handle day-to-day customer support requests, promote self-service digital tools, and uncover growth opportunities to reduce churn.

You will help shape an insight-led retention strategy, improve collection and use of customer data, and optimize CRM tools to identify risks early and resolve issues, delivering lasting customer value.