Customer Retention Manager

Safetykleen; Bristol; On-site; GBP 35,000 - 65,000; Full time

Job summary

An established industry player is seeking a dynamic stakeholder manager to enhance customer retention and drive revenue growth. This role involves actively engaging with customers, conducting in-person meetings, and collaborating with internal teams to develop effective strategies. You will be responsible for managing high-risk accounts, resolving conflicts, and identifying new business opportunities. If you are passionate about customer success and thrive in a fast-paced environment, this is the perfect opportunity for you to make a significant impact while contributing to a greener planet.

Benefits

5% Contributory Pension scheme

Private healthcare scheme from day 1

Enhanced maternity and paternity pay

Corporate discount scheme

Cycle to work scheme

Employee Assistance Program

Enhanced occupational sick pay

Employee recognition program

Access to internal and external courses

Qualifications

• Proven experience in stakeholder management and customer retention.
• Strong negotiation and conflict resolution skills are essential.

Responsibilities

• Drive customer retention and revenue growth through effective strategies.
• Conduct in-depth customer research and develop tailored solutions.

Skills

Stakeholder Management

Customer Engagement

Negotiation

Conflict Resolution

Strategic Planning

Market Analysis

Communication

Organisational Skills

Resilience

Team Development

Education

Bachelor's Degree

Relevant Certifications

Tools

CRM Software

Microsoft Office Suite

Job description

The Opportunity

This is a fantastic opportunity for a credible and dynamic stakeholder manager to join our Customer Retentions team and play a key role in driving our company’s success. The primary focus of this role is to achieve strategic targets by reducing customer cancellations and driving revenue growth through effective risk management and customer engagement solutions.

Aligned with our long-term retention and customer success strategy, the role involves actively implementing processes that strengthen customer relationships and ensure their continued commitment. As a customer-facing role, you will conduct approximately two in-person meetings per day, with travel across the UK, including 1-2 overnight stays per week.

Key Responsibilities

1. Customer Retention and Revenue Growth: Achieve company targets by reducing customer cancellations and helping to drive revenue growth through effective risk management strategies.
2. Account Ownership: Take ownership of high-risk customer accounts, navigating them to effective resolution and renewed commitment.
3. Collaboration with Internal Stakeholders: Collaborate closely with your community of Key Account Managers, Account Managers, Branch Managers, Credit Control, and Customer Service teams to gather comprehensive insights into customer history, trends, risk, and opportunity.
4. Customer Insight and Engagement: Conduct in-depth research on customers’ businesses, industries, and competitors to inform strategy and attend joint meetings with customer stakeholders to actively listen and consultatively develop tailored solutions.
5. Value Proposition Development: Create compelling presentations, renegotiate contracts, and deliver service resolutions designed to re-engage customers and demonstrate the value of continued partnership.
6. Conflict Resolution: Lead difficult conversations with customers, acting as the “face of the company” and ensuring resolution aligns with mutually beneficial goals.
7. Strategic Planning: Schedule and execute a minimum of two customer meetings per day to ensure progress and alignment.
8. Operational Efficiency: Continuously work to improve efficiency while striving to exceed the “Safetykleen Way” service delivery standards.
9. Opportunity Identification: Identify opportunities for additional business, lead generation, and cross-selling within the existing customer base.
10. Team Development: Mentor and coach Account Managers and stakeholders to enhance their ability to retain customers through joint appointments and knowledge sharing.
11. Market Analysis: Monitor competitor activity, market trends, and product developments, escalating critical insights and adapting strategies, as necessary.
12. Reporting: Prepare and deliver regular business reports and management information to support decision-making and strategy refinement.
13. Customer Focus: Proactively seeks solutions that benefit the customer, recognising the direct link between customer success and company success.
14. Negotiation and Persuasion: Skilled in negotiating, persuading, and influencing stakeholders to drive mutually beneficial outcomes.
15. Achievement-Oriented: Sets exacting standards, pursues ambitious goals, and demonstrates determination to exceed them.
16. Communication and Listening: Excels in clear, concise communication and actively listens to understand and address customer needs.
17. Organisational Skills: Manages multiple priorities effectively, ensuring time and energy are used to deliver results.
18. Resilience and Tenacity: Maintains composure and confidence under pressure, quickly recovers from setbacks, and persists in the face of challenges.

Benefits:

• 5% Contributory Pension scheme.
• Family Life assurance of 3 times life cover salary.
• Private healthcare scheme from day 1.
• Enhanced maternity and paternity pay.
• Corporate discount scheme focused on your wellbeing, including discounted Virgin Active Gym membership – and Gymflex.
• Discount and cashback at many retailers.
• Cycle to work scheme.
• Employee Assistance Program with 24/7 confidential helpline support for employees.
• Enhanced occupational sick pay scheme for employees with illness and/or conditions requiring treatment.
• Employee recognition program.
• We provide support and access to a range of internal and external courses to help and progress your career with us.

About Safetykleen:

Safetykleen is the UK's leading provider of Parts Washing, Waste Collection, and Environmental Advisory services, with operations spanning 12 European countries, as well as Brazil and Turkey. With 19 branches across the UK and Ireland, we employ approximately 600 passionate individuals committed to our mission of making the planet Safer and Kleener.

Our success is built on a robust business model, a culture of winning, and a dedication to prioritising customer satisfaction. We recognise the power of diversity amongst our workforce to deliver the exceptional service our customers expect and rely upon.

We're on the lookout for passionate and dedicated individuals from diverse backgrounds to champion our mission to make the planet Safer and Kleener.

When you become part of the Safetykleen team, you'll find yourself in a welcoming and inclusive workplace where your voice matters, your talents are appreciated, and your career growth and development is based on merit and performance.