Customer Loyalty Lead (12m Contract) – UK Travel

Focus Group (UK); Shoreham-by-Sea; On-site; GBP 40,000 - 50,000; Full time

Job summary

Focus Group (UK) seeks a Customer Loyalty Manager to lead our group-wide loyalty function from Shoreham head office, with some national travel. Salary £40,000-£50,000 and a 12-month fixed-term contract.

You will manage Loyalty Agents and Contract Processing Agents to protect and grow our SME customer base. You will report to the Head of Customer Loyalty and drive KPI definition, churn analysis, and cross-functional collaboration with Finance, Sales, Product and Service Management.

Qualifications

• Proven experience leading a customer service team of 15 to 20 people with targets and coaching.
• Experience managing more than one team or function with high standards across teams.
• Background in technology or telecoms services, with understanding of contracts, renewals and billing in subscriptions.
• Track record of improving customer satisfaction in B2B, e.g., reducing churn or increasing renewal rates.
• Ability to handle escalations and communicate with senior stakeholders.
• Proficient with Microsoft Excel and turning data into actionable reports.

Responsibilities

• Lead the Loyalty Agent team to act on churn risk signals and renewal opportunities within agreed response-time and quality standards
• Oversee key customer escalations with clear communication and senior involvement
• Lead the Contract Processing Agent team, overseeing ETF invoicing from calculation through collection
• Own and document the offboarding process for leaving customers
• Collaborate with Finance and the wider business to resolve disputes consistently
• Design and deliver our customer exit survey and translate results into insights for Sales, Product and leadership
• Produce regular at-risk and churn reports for regional MDs and senior leadership in a clear, commercial format
• Define and manage KPIs for both teams, balancing effort, quality and commercial contribution
• Support renewal contact automation by capturing contract data at the point of sale

Skills

Leadership

Churn management

Customer service

Stakeholder communication

Data reporting

UK travel

Billing knowledge

Contract management

Job description

Focus Group (UK) seeks a Customer Loyalty Manager to lead our group-wide loyalty function from Shoreham head office, with some national travel. Salary £40,000-£50,000 and a 12-month fixed-term contract.

You will manage Loyalty Agents and Contract Processing Agents to protect and grow our SME customer base. You will report to the Head of Customer Loyalty and drive KPI definition, churn analysis, and cross-functional collaboration with Finance, Sales, Product and Service Management.