Customer Retention Manager - Sales

Experian; Nottingham; Hybrid; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Hybrid working (40% office based)

Uncapped commission

Pension

Bupa healthcare

Sharesave scheme

25 days annual leave

Job summary

Experian is seeking a Customer Retention Manager to join Growth Markets – EBE Retention. You will own at-risk customers, stop usage decline, and secure renewals by demonstrating ongoing value of Experian’s solutions.

Reporting to the Sales Manager, you will build strong client relationships, negotiate favourable terms, and influence decisions to protect revenue. You’ll engage with clients considering cancellation and present tailored retention strategies.

Qualifications

• Experience in customer retention with SME clients in B2B software.
• Proven ability to forecast and meet retention targets.
• Track record in renewals and revenue protection rather than new sales.
• Strong negotiation skills and long-term relationship building.
• Ability to tailor communication for diverse stakeholders.
• Data-driven decision-making and cross-functional collaboration.

Responsibilities

• Protect and retain revenue by re-establishing product usage and securing renewals.
• Build strong client relationships and negotiate favorable terms.
• Engage with clients wishing to cancel and present tailored retention solutions.
• Collaborate with cross-functional teams to align client needs with company goals.

Skills

Customer retention

SME accounts

Account management

B2B software

Forecasting

Negotiation

Cross-functional collaboration

Data-driven decisions

Job description

• Department: Sales & Business Development
• Schedule: Full Time

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.

Job Description

We are looking for aCustomer Retention Managerto join ourGrowth Markets – EBE Retentionteam withinGTM. Reporting into theSales Manager, you will take ownership of customers who are at risk, have stopped using the product, or have expressed an intent to cancel. Your primaryobjectiveis toprotect andretainrevenue, re‑establishproduct usage, and secure renewals bydemonstratingongoing value from Experian’s solutions.

You will build strong client relationships, negotiating favourable contract terms, and influencing client decision-making to drive positive business outcomes. You will engage with clients who wish to cancel, addressing their concerns and presenting tailored solutions to retain their business.

Qualifications

• Experience in customer retention, particularly with SME clients, account management, or a similar role in the B2B software industry.
• Demonstrate achievement of retention targets and forecasting.
• Track recordof achievingretention, renewal, or revenue protection targetsrather than pure new‑business sales.
• Strong commercial negotiation skills with the ability to influence outcomes whilemaintaininglong‑term customer relationships.
• Tailor communication style to suit a diverse audience, building partnerships and conveying complex information clearly.
• Demonstrate a data-driven approach to decision-making and address client concerns and present tailored solutions.
• Experience collaborating effectively, aligning client needs with our goals to achieve mutually beneficial outcomes.
• Work with cross-functional teams to achieve common goals.

Additional Information

Benefits package includes:

• Hybrid working - 40% office based
• Great compensation package and uncapped commission
• Core benefits include Pension, Bupa healthcare, Sharesave Scheme and more
• 25 days annual leave with 8 bank holidays and 3 volunteering days. You can purchase additional annual leave.

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces 2025 (Fortune Global Top 25), Great Place To Work in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affimative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Grade: E/EB9

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