Customer Loyalty Manager

Focus Group; Shoreham-by-Sea; In loco; GBP 40.000 - 50.000; Part-time

Descrizione del lavoro

Focus Group is looking for a Customer Loyalty Manager to lead our group-wide loyalty function from the Shoreham head office, with some national travel. This contract role involves steering two teams—Loyalty Agents and Contract Processing Agents—and driving churn reduction, renewal opportunities, and accurate offboarding.

You’ll report to the Head of Customer Loyalty, shape KPIs, and collaborate with Finance and Sales to turn insights into action across a growing technology services business in

Competenze

• Proven experience leading a customer service team of 15–20 people with targets and coaching.
• Experience managing more than one team or function with high standards across both.
• Background in technology or telecoms services with subscription/billing knowledge.
• Track record improving customer satisfaction by reducing churn or improving renewals in a B2B setting.
• Ability to handle escalations and communicate with senior stakeholders.
• Proficiency with Microsoft Excel and turning data into commercial reports.
• Excellent spoken and written communication, with ability to prioritise tasks.
• Willingness to travel across the UK and hold a valid UK driving licence.

Mansioni

• Lead the Loyalty Agent team to act on churn risks and renewal opportunities within agreed response times and quality standards.
• Oversee escalations with clear communication and senior involvement.
• Lead the Contract Processing Agent team, overseeing ETF invoicing from calculation to collection.
• Design and document the offboarding process to ensure smooth customer exits.
• Collaborate with Finance to handle disputes consistently across regions.
• Own the customer exit survey and translate results into insights for Sales, Product and leadership.
• Carry out post-churn analysis and maintain a live view of high-value customers.
• Produce regular at-risk and churn reports for regional Managing Directors and senior leadership.
• Define and manage KPIs for both teams, balancing effort, quality and commercial contribution.
• Support renewal contact automation and help generate leads for Sales and Account Management.

Conoscenze

Team leadership

Stakeholder management

Contract management

Data analysis

Customer service improvement

Cross-team collaboration

Excellent communication

UK travel readiness

Strumenti

Microsoft Excel

Descrizione del lavoro

Customer Loyalty Manager

Department: Customer Loyalty

Employment Type: Contract

Location: Shoreham-by-Sea

Compensation: £40,000 - £50,000 / year

Description

Customer Loyalty Manager

Location: Shoreham head office, with some national travel

Salary: Up to £50,000

Contract: 12-month Fixed Term Contract

Focus Group is a £300m-revenue, 1,500-person technology services company backed by Hg Capital. Following our $1bn valuation in 2024, we’re scaling rapidly and investing in AI (artificial intelligence) to transform how we operate and how we serve our 30,000 valued SME (small and medium-sized enterprise) customers. As we continue to expand our portfolio and scale our operations, we’re committed to setting new industry standards in managed service excellence.

As our Customer Loyalty Manager, you’ll lead our group-wide customer loyalty function, reporting to the Head of Customer Loyalty. You’ll manage two teams: Loyalty Agents, who keep valued customers with us and spot new opportunities for our sales and account management colleagues, and Contract Processing Agents, who make sure leaving customers are offboarded accurately and fairly.

Key Responsibilities

• Lead the Loyalty Agent team to act on churn risk signals and renewal opportunities within agreed response-time and quality standards
• Make sure key customer escalations, are handled with clear communication and senior involvement
• Lead the Contract Processing Agent team, overseeing Early Termination Fee (ETF) invoicing from calculation through to collection
• Lead and document our offboarding process.
• Work with Finance and the wider business to escape and handle disputes consistently
• Own the design and delivery of our customer exit survey, turning the results into clear insight for Sales, Product, Service Management and senior leadership
• Carry out post-churn analysis and maintain a live view of high-value customers
• Produce regular at-risk and churn reports for regional Managing Directors and senior group leadership, in a clear, commercial and actionable format
• Define and manage key performance indicators (KPIs) for both teams, balancing effort, quality and commercial contribution
• Help generate leads for sales and account management teams, and support the automation of renewal contact by capturing contract data consistently at the point of sale

Skills, Knowledge and Expertise

Essential:

• Proven experience leading a customer service team of 15 to 20 people, including setting targets, coaching colleagues and managing performance
• Experience managing more than one team or function at once, with the ability to balance different priorities and keep standards high across both
• A background in technology or telecoms services, with a good understanding of how contracts, renewals and billing work in a subscription-style business
• A track record of improving customer satisfaction in a business-to-business (B2B) environment, such as reducing customer churn (customers leaving), improving renewal rates or turning around difficult customer situations
• Confidence handling escalations and communicating with senior stakeholders, including regional Managing Directors and senior leadership
• Proficiency in Microsoft Office applications, especially Excel, with the ability to turn data into clear, commercially focused reports
• Excellent communication skills, with the ability to adapt your style to different audiences and prioritise tasks
• Flexibility to travel across the UK, with a valid full UK driving licence

Internal Job Level Reference: Team Leader IND1