Customer Success & Renewals Manager

Orega; Birmingham; On-site; GBP 42,000 - 55,000; Full time

Job summary

Orega is seeking a Customer Services Manager in Birmingham to take overall responsibility for the Centre, leading the team and reporting to the Regional Director. The role focuses on renewals, customer satisfaction and controlling Centre profitability while ensuring professional service and smooth centre operations.

You will drive service standards, manage staffing and resource levels, coordinate with sales and marketing, oversee health & safety, and maintain client files and records in line

Qualifications

• 3-5 years of experience in a customer-facing commercial B2B environment.
• 2-3 years of team management experience, including staff performance and compliance (essential).
• 2-3 years of experience in budgeting and accurate reporting.
• Proven negotiation and closing skills, with an eye on profit, revenue and margin.
• High motivation to deliver world‑class standards in a renewals and customer services environment.
• Sound generalist HR skills.
• Confident presentation skills, with the ability to ask questions and listen effectively.
• Computer literate.

Responsibilities

• Build a thorough knowledge of Centre customers' business needs and aspirations.
• Monitor customer service standards and resolve problems.
• Take responsibility for the renewal process, achieving client renewal objectives and Centre profitability.
• Manage and report on the Centre renewal process.
• Implement strategies to maximise customer satisfaction and improve customer spend and yield.
• Handle client enquiries professionally and promptly.
• Manage the move‑in and move‑out processes and associated paperwork.
• Ensure client files are prepared and maintained to company standard.

Skills

Customer-facing experience

Team management

Budgeting & reporting

Negotiation & closing

HR basics

Presentation skills

Computer literacy

Job description

Orega is seeking a Customer Services Manager in Birmingham to take overall responsibility for the Centre, leading the team and reporting to the Regional Director. The role focuses on renewals, customer satisfaction and controlling Centre profitability while ensuring professional service and smooth centre operations.

You will drive service standards, manage staffing and resource levels, coordinate with sales and marketing, oversee health & safety, and maintain client files and records in line