Retention Manager

The Portfolio Group; Manchester; On-site; GBP 38,000 - 52,000; Full time

Job summary

A recognized EAP and OH provider is seeking a Retention & Customer Services Team Leader in Manchester, England. This mid-senior role involves leading and coaching a team to exceed retention and revenue targets, while supporting client negotiations. The ideal candidate will have a proven track record in customer service and account management, thriving in a fast-paced, target-led environment. This position offers an opportunity to build a long-term leadership career with significant organizational impact.

Qualifications

• Proven experience leading teams in retention, account management, or customer services.
• Confident in senior client conversations.
• Enjoys coaching and developing teams.
• Thrives in a busy, target-led environment.
• Leads by example and drives results through others.

Responsibilities

• Lead and motivate a team to exceed retention and revenue targets.
• Set performance expectations and conduct regular quality checks.
• Support complex renewals and retention challenges.
• Supporting complex renewals, retention challenges, and client negotiations
• Identifying and converting upsell and upgrade opportunities
• Driving operational improvements and performance efficiencies
• Collaborating across the business to deliver outstanding client outcomes

Skills

Team leadership

Client negotiation

Performance management

Coaching and development

Commercial focus

Job description

Retention & Customer Services Team Leader

An industry‑leading EAP and OH provider, also recognized by the Sunday Times as one of the Best Places to Work, is looking for a Retention & Customer Services Team Leader to join its growing business.

This is a hands‑on leadership role for someone who thrives in a fast‑paced, performance‑driven environment. You will take ownership of retention results, coach and develop a team of Relationship Executives, and personally step into high‑value client and broker conversations where it matters most.

Beyond people management, you will be responsible for driving performance, improving efficiencies, and identifying upsell and upgrade opportunities through a sales‑through‑service approach—all while setting the standard for service excellence.

Day to Day

• Leading, coaching, and motivating a team to exceed retention and revenue targets
• Setting clear performance expectations and delivering regular quality checks and coaching
• Running bi‑weekly 1:1s focused on development, performance, and results
• Supporting complex renewals, retention challenges, and client negotiations
• Identifying and converting upsell and upgrade opportunities
• Driving operational improvements and performance efficiencies
• Collaborating across the business to deliver outstanding client outcomes

YOU?

• Has proven experience leading teams in retention, account management, or customer services
• Is commercially focused and confident in senior client conversations
• Enjoys coaching, developing, and holding people to high standards
• Thrives in a busy, target‑led environment
• Leads by example and drives results through others

You will be part of a fast‑growing, well‑backed organisation where performance is recognised and ambition is rewarded. Your work will directly impact thousands of organisations and millions of lives, delivering services that genuinely support employee wellbeing.

Backed by a global group with c.£500 m turnover and continued year‑on‑year growth, this is a genuine opportunity to build a long‑term leadership career with a market‑leading employer.

Interested? Apply now or message for a confidential conversation!

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Customer Service, General Business, and Consulting

Location: Manchester, England, United Kingdom