Retention Team Lead - Coach High-Performance, Data-Driven

Culligan UK; Birmingham; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

23 Days Holiday + Bank Holidays

Company Pension Scheme

Company Sick pay (after qualifying)

Cycle to Work Scheme Available

Employee Reward & Discount Platform

24/7 access to Employee Assistance Pro

Access to ongoing learning and dev via

Onsite parking available

Life Assurance Scheme

Job summary

Culligan UK is seeking a Customer Retention Team Lead to head a team of Customer Retention Executives in Birmingham. You will drive churn reduction, coach staff, and partner with the Customer Retention Manager and Customer Experience to achieve shared targets.

You will use data to monitor performance, act quickly on variances, and promote continuous improvement while ensuring excellent customer outcomes. A strong customer-focus and proven leadership are essential for success.

Qualifications

• Proven leadership skills with the ability to inspire and develop a high-performing team.
• A passion for coaching and motivating others to reach their full potential.
• A continuous improvement mindset, encouraging problem-solving and sharing best practices.
• Retention or sales experience - ideally B2B - in a high volume, high pressure environment.
• A customer-focused mindset, ensuring the best outcomes for customers, shareholders, and the business.

Responsibilities

• Lead a team of Customer Retention Executives to minimise churn and support retention goals.
• Inspire and motivate your team through ongoing coaching and feedback.
• Use data to understand team and individual performance and take action.
• Collaborate with other departments to deliver a "right first time" outcome for customers.
• Recruit and retain talent, supporting succession planning and development.
• Manage costs in line with business targets and look for opportunities to reduce waste.
• Support personal and team growth by overseeing development opportunities and progression.

Skills

Leadership

Coaching

Continuous improvement

Retention/Sales experience

Customer focus

Job description

Culligan UK is seeking a Customer Retention Team Lead to head a team of Customer Retention Executives in Birmingham. You will drive churn reduction, coach staff, and partner with the Customer Retention Manager and Customer Experience to achieve shared targets.

You will use data to monitor performance, act quickly on variances, and promote continuous improvement while ensuring excellent customer outcomes. A strong customer-focus and proven leadership are essential for success.