Leader, Customer Retention & Experience

Global Highland Ltd; Inverness; Sur place; GBP 45 000 - 60 000; Plein temps

Résumé du poste

Global Highland Ltd in the United Kingdom is seeking a Customer Retention & Experience Team Leader to steer a team of specialists, drive retention strategies and protect long-term revenue from installation to renewal and beyond.

You will lead, coach and develop the team, oversee quality and compliance, manage workflows and use data to improve customer journeys and outcomes in a fast-changing connectivity sector.

Qualifications

• Experience leading customer service/retention teams.
• Strong coaching and performance management skills.
• Excellent communication, organisation and problem-solving abilities.
• Ability to interpret performance data and convert insights into improvements.
• Familiarity with CRM systems and customer lifecycle concepts.

Responsabilités

• Lead, coach and develop your team, conducting regular one-to-ones and performance reviews.
• Provide guidance on complex cases, escalations and retention discussions.
• Drive team performance against retention, renewal, satisfaction and revenue targets.
• Oversee quality assurance, compliance, audits and documentation.
• Coordinate workloads and campaigns, ensuring timely post-install reviews and renewals.
• Identify process improvements to boost efficiency and customer outcomes.
• Support ongoing retention and renewal conversations, resolving issues with internal teams.
• Encourage account growth through appropriate upgrades and advocacy.

Connaissances

Leadership

Coaching

Communication

Problem solving

Data analysis

CRM familiarity

Lifecycle management

Commercial awareness

Description du poste

Global Highland Ltd in the United Kingdom is seeking a Customer Retention & Experience Team Leader to steer a team of specialists, drive retention strategies and protect long-term revenue from installation to renewal and beyond.

You will lead, coach and develop the team, oversee quality and compliance, manage workflows and use data to improve customer journeys and outcomes in a fast-changing connectivity sector.