Customer Experience & Retention Leader

The Portfolio Group Inc.; Manchester; On-site; GBP 60,000 - 90,000; Full time

Job summary

The Portfolio Group Inc. in Manchester is seeking an experienced Customer Experience Manager to lead client engagement, satisfaction and retention for a fast-growing, service-led business with a high-performance culture.

You will head the Customer Solutions teams, using data, client feedback and technology to increase engagement, improve service and reduce attrition across multiple service lines. A proven manager from a service-driven, high-volume or professional services environment is ideal.

Qualifications

• Experience leading customer solutions teams in service-driven environments.
• Proven track record in customer success strategies.
• Strong communication and presentation skills with data-driven mindset.

Responsibilities

• Lead and develop the Customer Solutions teams, building a high-performing culture with customer at the centre of every decision.
• Track client sentiment and usage patterns to spot where engagement can be increased and low usage addressed.
• Champion the client's voice internally, so that feedback shapes both day-to-day operations and longer-term strategy.
• Work with multi-disciplinary teams to resolve issues, strengthen reputation and raise client satisfaction.
• Put strategies in place to cut cancellations and improve retention across every service line.
• Make sure every service issue is traced to its root cause and corrected promptly.
• Team up with payments colleagues to bring down the number of non-paying clients through better processes and communication.
• Streamline processes to cut service issues and improve efficiency, and work with scheduling teams to increase client contact time while maintaining service quality.
• Draw on engagement data, client feedback and operational metrics, from both automated and manual sources, to identify trends, drive improvements and reduce attrition.
• Provide senior leadership with daily, weekly and monthly dashboards and reports on SLA performance, operational challenges and engagement, with clear recommendations for action.
• Partner with technology teams to roll out and refine digital tools, including HR software and AI solutions, and find opportunities for automation or AI to improve the client experience and efficiency.

Skills

Leadership

Data analysis

Communication

Client engagement

Strategic thinking

Problem-solving

Tools

HR software

AI solutions

Dashboards

Job description

The Portfolio Group Inc. in Manchester is seeking an experienced Customer Experience Manager to lead client engagement, satisfaction and retention for a fast-growing, service-led business with a high-performance culture.

You will head the Customer Solutions teams, using data, client feedback and technology to increase engagement, improve service and reduce attrition across multiple service lines. A proven manager from a service-driven, high-volume or professional services environment is ideal.