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Retention Specialist- Relationship Management Team
Manchester | Full-Time | Office-Based with Occasional Client Visits
Are you a natural relationship builder who thrives on turning client interactions into long-term partnerships? Do you take pride in delivering exceptional service, solving problems with confidence, and keeping customers loyal year after year? If you're driven, people-focused, and passionate about retention, this is your chance to step into a role with real influence, impact, and career potential.
THE OPPORTUNITY
This is a career-defining opportunity for an exceptional Retention Specialist to join the rapidly expanding Relationship Management Team at our city centre-based client- an industry-leading EAP & Occupational Health provider and a proud Sunday Times 'Best Places to Work' organisation.
With over 85,000 organisations and 11 million lives supported across the UK & Ireland, they are a business with unmatched financial strength, ambitious expansion plans, and a reputation for excellence. For the right individual, this role offers extraordinary scope for career growth, impact, and progression.
THE ROLE
As a Retention Specialist, your goal is simple: keep your clients delighted, engaged, and renewing year after year.
In this highly rewarding role, you will build strong relationships, demonstrate undeniable return on investment for clients, and act as a trusted consultant to your portfolio of clients. You will protect revenue, uncover new opportunities, negotiate renewals, and handle termination requests with confidence, empathy, and creativity-turning challenges into long-term loyalty.
This is an office-based role using telephone, video and email, with occasional face-to-face client visits where required.
WHAT YOU'LL BE DOING
- Managing a diverse portfolio of clients, ensuring strong engagement and satisfaction.
- Delivering proactive relationship management to achieve retention KPIs and renewal targets.
- Negotiating renewals with a goal of achieving 95%+ retention.
- Supporting new client implementations and ensuring seamless onboarding.
- Providing consultancy on product options, specialist services, and best practice usage.
- Identifying upsell opportunities and promoting additional solutions.
- Monitoring market changes and feeding insights back to senior leadership.
- Maintaining exceptional customer service and supporting the sales and bid teams.
- Keeping daily renewal statistics, flagging risks, and reporting weekly activity and progress.
WHAT YOU BRING TO THE TEAM
- Highly organised with excellent attention to detail and consistency.
- Experience in retention or client management roles, with the energy and resilience to thrive.
- Strong written and verbal communication skills that adapt to any audience.
- Confident across Microsoft Office (Excel, Word, PowerPoint).
- Ability to multitask, prioritise, and manage a busy portfolio efficiently.
- Target-driven mindset-comfortable working towards KPIs, calls, meetings, and retention goals.
- Enthusiasm, flexibility, and a passion for supporting client success.
WHY YOU'LL LOVE WORKING THERE
Our client takes care of their people-personally, professionally, and financially. Benefits include:
- 25 days' holiday plus bank holidays
- Your birthday off every year
- Health cash plan for you (and your children)
- Increasing holidays with service
- Contractual sick pay
- Private medical insurance (after 5 years)
- Pension & Life Insurance, with increased contributions over time
- Christmas bonus (after 3 years)
- Profit share scheme
- Season ticket loan & Cycle to Work scheme
- Discounts, incentives and reward schemes
- Monthly social events with free food & drinks - Fab Friday!
- Free 24/7 onsite gym
READY TO TAKE THE NEXT STEP?
If you're a confident relationship builder with a passion for client success and a talent for turning conversations into long-term partnerships, this is your opportunity to shine in one of the UK's most trusted and award-winning wellbeing organisations.
Our client is holding a Recruitment Day on Tuesday 9th December, apply now and build an exciting future.
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