Customer Loyalty Manager

Focus Group (UK); Shoreham-by-Sea; In loco; GBP 40.000 - 50.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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

Conoscenze

Leadership

Churn management

Customer service

Stakeholder communication

Data reporting

UK travel

Billing knowledge

Contract management

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