Customer Retention & Growth Manager

British Engineering Services Group; Preston; Hybrid; GBP 35,000 - 40,000; Full time

Job summary

British Engineering Services Group in Preston is seeking a Customer Retention & Growth Manager to lead a small commercial team focused on protecting and growing revenue from existing customers. This office-based role emphasizes practical action, CRM-driven insight and coaching to turn opportunities into measurable results.

You will own four areas—Retain, Recover, Grow and Lead—identifying at-risk revenue, re-engaging dormant accounts and prioritising high-potential opportunities.

Qualifications

• Experience in customer retention, account management or renewals.
• Evidence of protecting and growing existing customer revenue.
• Commercially minded with ability to prioritise customers and opportunities.
• Confidence using CRM and pipeline data to make decisions.
• Strong customer‑management and relationship‑building skills.
• Ability to coach and develop others.
• Confidence challenging performance and creating accountability.

Responsibilities

• Retain: identify renewals early and manage them effectively.
• Recover: re-engage dormant and lapsed customers, revisit rejected quotations.
• Grow: identify opportunities to increase value in existing relationships.
• Lead: coach and develop a small customer-focused team and manage opportunities.

Skills

Customer retention

Account management

Renewals

Customer growth

CRM data

Commercial judgement

Leadership

Coaching

Tools

CRM

Job description

PRESTON, OFFICE BASED

£35,000 - £40,000PLUS BONUS

Who we are

At British Engineering Services Group, we already work with customers across a wide range of engineering and compliance services. We now have an exciting opportunity to strengthen how we protect those relationships, recover lost business and identify opportunities to do more for our existing customers.

We're looking for a Customer Retention & Growth Manager to lead a small team focused on protecting and growing revenue from our existing customer base.

This is much more than a renewals role. You'll use customer insight, CRM data and commercial judgement to decide where we focus our efforts, identifying customers at risk, recovering dormant relationships and finding opportunities to increase the services our customers buy from us.

You'll also lead, coach and develop the team, creating the commercial focus and discipline needed to turn opportunities into measurable results.

What will you be doing?

You’ll take ownership of four key areas:

Retain

• Ensure upcoming renewals are identified early and progressed effectively.

• Understand which customers and revenue are at risk and put appropriate plans in place.

• Monitor pipeline, quotations, conversion, pricing and margin.

Recover

• Re‑engage dormant and lapsed customers.

• Revisit previously rejected quotations and lost opportunities.

• Understand why we’ve lost business and use that insight to improve future performance.

Grow

• Identify opportunities to increase the value of existing customer relationships.

• Look for additional sites, assets, services or requirements we can support.

• Use customer and CRM data to prioritise the opportunities with the greatest commercial potential.

Lead

• Lead, coach and develop a small customer‑focused commercial team.

• Allocate opportunities based on customer need, commercial value and team capacity.

• Create strong CRM, pipeline and follow‑up disciplines.

• Use KPIs and regular reviews to understand performance and identify where support is needed.

These responsibilities reflect the current role design across Renewals, Recover, Upsell and Customer Growth, alongside team supervision and pipeline governance.

What makes this role different?

This is an opportunity to help shape how we approach customer retention and growth, rather than simply inherit an established process.

British Engineering Services Group has capabilities across different engineering and compliance services, creating opportunities to deepen existing customer relationships and identify additional requirements.

You’ll play a key part in turning that potential into a structured, commercially focused approach.

What are we looking for?

You don’t necessarily need to have worked in engineering or compliance before.

We’re much more interested in finding someone who understands existing customers, commercial conversations and how to turn insight into action.

You’ll ideally bring:

• Experience within customer retention, account management, renewals, existing‑business sales or customer growth.

• Evidence of protecting and growing existing customer revenue.

• A commercially minded approach to prioritising customers and opportunities.

• Confidence using CRM and pipeline data to make decisions.

• Strong customer‑management and relationship‑building skills.

• The ability to coach, support and get the best from others.

• Confidence challenging performance and creating accountability.

• A proactive approach to identifying opportunities rather than simply responding to customer requests.

Previous formal people‑management experience would be valuable, but we’re also interested in experienced commercial or account‑management professionals ready to take their first step into leadership.

What will success look like?

You’ll help us create an increasingly proactive approach to our existing customers, where:

• renewals are identified and managed early;

• at‑risk revenue is visible and acted upon;

• lost and dormant customers are actively targeted;

• opportunities within existing accounts are identified consistently;

• CRM and pipeline information can be relied upon;

• the team understands where to focus and why.

Most importantly, you’ll help create a culture where customer retention isn’t simply about stopping customers from leaving. It’s about building stronger, more valuable long‑term relationships.

Why British Engineering Services Group?

This role gives you the opportunity to influence a developing area of our commercial strategy and make a visible impact.

You'll have the autonomy to bring ideas, improve how we work and develop a team, while working within a wider organisation with significant customer relationships and a broad engineering and compliance proposition.

If you’re commercially minded, enjoy developing people and can see opportunities within an existing customer base that others might miss, we’d love to hear from you.