Data-Driven Customer Retention Manager

The Arch Company; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

The Arch Company is seeking a Customer Retention Manager based in London to lead retention initiatives and optimise the customer journey. You will promote self-service tools and monitor satisfaction, aiming to reduce churn while growing engagement with digital services.

Reporting to the Corporate department, you will manage onboarding, data quality in CRM, and collaboration across teams to translate insights into retention strategies and customer value.

Qualifications

• Strong relationship management and a customer-first mindset.
• Ability to identify and manage customer risk and retention opportunities.
• Excellent written and verbal communication skills.
• Ability to work with data and insights to inform decisions.
• Proactive, organised and solution-oriented problem solving.

Responsibilities

• Serve as a key contact for customer queries, resolving issues and escalating when needed.
• Lead onboarding and offboarding processes to set clear expectations.
• Drive adoption of the Customer Hub and digital self-service tools.
• Maintain accurate customer data in CRM and analyze trends to identify risks.
• Collaborate with internal teams to feed retention opportunities into growth initiatives.

Skills

Relationship management

Customer risk

Customer service

Data-driven decisions

Communication

Proactive problem-solving

Tools

CRM systems

Data analytics

Job description

The Arch Company is seeking a Customer Retention Manager based in London to lead retention initiatives and optimise the customer journey. You will promote self-service tools and monitor satisfaction, aiming to reduce churn while growing engagement with digital services.

Reporting to the Corporate department, you will manage onboarding, data quality in CRM, and collaboration across teams to translate insights into retention strategies and customer value.