Customer Experience & Retention Lead

JLA Limited; Ripponden; On-site; GBP 35,000 - 52,000; Full time

Benefits offered by this job

Onsite gym

Life assurance

Pension scheme

25 days annual leave

Cycle to work

Refer a Friend bonus (£1,000)

Eye care vouchers

Free parking

Job summary

JLA Limited is looking for a Customer Relationship Manager who will own the customer experience and serve as the primary point of contact for key accounts, guiding complex issues to timely, fair outcomes.

You will coordinate across Operations, Finance, Sales and Care teams to maintain momentum on cases, perform root cause analysis, and translate insights into preventative actions that protect cash flow and loyalty.

Qualifications

• Proven experience in customer relationship management, account management or complex customer support.
• Strong written and verbal communication skills.
• Ability to manage ambiguity and apply judgement in complex situations.
• Strong organisational skills and attention to detail.
• Ability to coordinate and influence across teams without direct authority.
• Experience working in a contract-based or regulated environment.
• Commercial awareness and understanding of customer lifecycle value.
• Experience contributing to root cause analysis and service improvement.
• Familiarity with CRM or case management systems.

Responsibilities

• Act as the primary point of contact for customers
• Own customer communication throughout the resolution journey, providing clear updates and managing expectations
• Coordinate multi step customer issues across Operations, Finance, Sales and other support functions
• Lead structured root cause analysis on complex and recurring customer issues
• Identify patterns, trends and systemic weaknesses impacting customer experience
• Translate customer insight into clear, evidence-based feedback for Operations, Customer Experience and leadership teams
• Support agreed preventative actions and track completion to reduce repeat failure
• Maintain awareness of customer risk, sentiment and relationship health
• Work closely with Area Sales Managers to support renewal and wider relationship activity
• Provide structured insight to Customer Success where customers progress toward termination
• Contribute to informed decision making around retention gestures and commercial outcomes
• Deliver MyJLA portal walkthroughs and customer education
• Encourage digital adoption and self service behaviours
• Reduce avoidable demand by improving customer understanding of visibility, status and processes
• Maintain governance, quality and professional standards for customer communications
• Ensure records, timelines and case information are complete and reliable

Skills

CRM management

Strong communication

Ambiguity handling

Organisational skills

Cross-team collaboration

Contractual environment

Customer lifecycle

Root cause analysis

Tools

CRM systems

Case management

Job description

JLA Limited is looking for a Customer Relationship Manager who will own the customer experience and serve as the primary point of contact for key accounts, guiding complex issues to timely, fair outcomes.

You will coordinate across Operations, Finance, Sales and Care teams to maintain momentum on cases, perform root cause analysis, and translate insights into preventative actions that protect cash flow and loyalty.