Retention & Customer Experience Lead

The Arch Company; Greater London; On-site; GBP 55,000 - 90,000; Full time

Job summary

The Arch Company in London is seeking a Customer Retention Manager to drive proactive retention strategies, improve customer satisfaction, and promote self-service tools across our customer base. You will work with CRM data to identify risks, drive growth opportunities, and collaborate with internal teams to reduce churn.

In this role you will own onboarding/offboarding experiences, encourage adoption of the Customer Hub, and deliver insight-led improvements to products and services while

Qualifications

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

Responsibilities

• Serve as a key contact for customer queries or requests, resolving matters promptly and escalating more complex requirements when needed.
• Deliver a smooth onboarding experience, ensuring customers are set up for success from day one; manage offboarding when required.
• Drive adoption of the Customer Hub and self-service tools, helping customers use digital services confidently.
• Maintain accurate customer information in CRM systems to support retention activity and data-driven insights.
• Proactively engage high-value or at-risk customers to spot churn risks early and enable timely action.
• Gather and share customer insights to drive improvements to products, services, and processes.
• Collaborate with internal teams to deliver joined-up customer management and feed retention opportunities into relevant teams.

Skills

Relationship management

Retention opportunities

Communication skills

Data-driven decisions

Proactive / organised

Problem solving

Tools

CRM systems

Job description

The Arch Company in London is seeking a Customer Retention Manager to drive proactive retention strategies, improve customer satisfaction, and promote self-service tools across our customer base. You will work with CRM data to identify risks, drive growth opportunities, and collaborate with internal teams to reduce churn.

In this role you will own onboarding/offboarding experiences, encourage adoption of the Customer Hub, and deliver insight-led improvements to products and services while