Customer Retention Manager

Customer Retention & Contract Renewal Manager

Location: Stoke-on-Trent

Negotiable Salary and OTE

Permanent, Hybrid  

Company & Role Overview: Customer Retention & Contract Renewal Manager

My client stands at the forefront of the FTTP (Fibre-To-The-Premises) revolution, delivering high-speed, full-fibre connectivity directly to homes and businesses. They have developed the organisation into a leader in the telecommunications industry.

My client are seeking a highly skilled and motivated Customer Retention & Contract Renewal Manager to join their team in Stoke-on-Trent. This pivotal role involves managing customer relationships, ensuring high retention rates, and overseeing the contract renewal process. The successful candidate will work closely with cross-functional teams to develop and implement strategies aimed at enhancing customer satisfaction and driving sustained business growth.

Key Responsibilities: Customer Retention & Contract Renewal Manager

- Develop and implement structured procedures to notify customers of upcoming contract renewals, ensuring timely and seamless transitions from current to renewed contracts.

- Oversee the pipeline of customer contract renewals, ensuring future cash flow from our existing customer base by securing timely renewals.

- Address customers who decline renewals or are stuck in rolling contracts by devising and executing strategies to convert these into new, fixed-term contracts.

- Identify and capitalise on opportunities within the existing customer base to upsell and cross-sell additional products and services, such as VoIP services or speed upgrades.

- Participate in business review meetings, presenting the current pipeline status and strategic plans for reducing customer churn.

- Work alongside the Marketing team to develop and execute marketing strategies aimed at increasing contract renewals through initiatives such as early upgrades and early renewals.

Key Requirements: Customer Retention & Contract Renewal Manager

- Demonstrated experience in Customer Retention and contract renewal management.

- Exceptional negotiation and communication skills.

- Proficient in data analysis with the ability to identify opportunities for process and performance improvements.

- Strong problem-solving and decision-making abilities.

- Preferably knowledgeable about the telecommunications industry and fibre-optic networks.

- Bachelor's degree in Business Administration, Marketing, or a related field.

- Proven ability to perform effectively in a fast-paced, collaborative environment.