Customer Retention Manager

thearchco; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

The Arch Company is seeking a Customer Retention Manager to drive proactive retention initiatives across its Greater London customer base. You will handle day-to-day customer support requests, promote self-service digital tools, and uncover growth opportunities to reduce churn.

You will help shape an insight-led retention strategy, improve collection and use of customer data, and optimize CRM tools to identify risks early and resolve issues, delivering lasting customer value.

Responsibilities

• Handle day-to-day customer support requests to resolve issues promptly.
• Promote self-service digital tools to customers to improve satisfaction and reduce workload.
• Identify growth opportunities and actions to reduce churn across the customer base.
• Support development of a proactive, insight-led retention strategy using customer data.

Job description

Role purpose

The Customer Retention Manager is responsible for dealing with day-to-day customer support requests to improve customer satisfaction, promote self-service digital tools, identify growth opportunities and proactively reduce churn across The Arch Company’s customer base. This role plays a key part in delivering a more proactive, insight-led retention strategy and in improving the collection and use of customer data and CRM tools to identify risks early, resolve issues, and create opportunities for growth.