Customer Retention Manager

An exciting opportunity has arisen for an experienced Customer Retention Manager to join a well-established and growing organisation. This role is ideal for a confident, customer-focused professional who is passionate about delivering excellent service while driving business growth through retention strategies.

You will lead a Retention and Relationship Management Team, ensuring retention targets are met and profitable client relationships are maintained.

About the Role

Lead and motivate a team focused on client retention and relationship management
Ensure operational excellence across the function
Develop and implement strategies to meet retention targets and protect market share
Build strong client relationships, ensuring a first-class customer experience
Work across multiple distribution channels, adapting approaches where needed

About You

Knowledge & Experience (required):

Proven experience managing a B2B account management or retention team
Strong track record in delivering operational excellence
Experience motivating and developing teams
Ability to prioritise and make effective decisions

Desirable:

Experience in regulated markets
Knowledge of health insurance or employee benefits
B2B experience across direct and intermediary channels

Skills & Personal Qualities:

Target-driven with strong analytical and numeracy skills
Excellent leadership, communication, and influencing skills
Strong relationship-building and empathy
Resilient, organised, and able to think critically
Open to continuous improvement and new approaches
Professional, credible, and leads with integrity

At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.

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