Relationship Manager

Relationship Manager

Salary: £35,000 - £37,000 + £20k performance-related bonusLocation: Manchester City Centre- fully office based

Hours: Mon-Fri (9am-5pm)

Contract: Perm

Keywords: Retention, Manager, Relationship Management, Client Experience, Performance Targets, Team Leader

Our client is offering a once-in-a-career opportunity for a high-calibre account manager and leader to join their rapidly expanding Relationship Management Team. This role comes with a competitive salary of £35,000 - £37,000 plus a £20k performance-related bonus. Based in Manchester City Centre, you will be part of an industry-leading organisation that supports over 85,000 organisations and 13 million lives across the UK & Ireland. This represents an unparalleled career advancement opportunity for an exceptional individual.

• Competitive salary with performance-related bonus
• Rapidly expanding Relationship Management Team
• Unparalleled career advancement opportunities

What you'll do:

As a Relationship/ Retention Manager, your role will be instrumental to the success of our business KPIs. You will engage in renewal conversations, support retention efforts, coordinate a team of Relationship Managers and Executives, and oversee new starter inductions, training, and service level maintenance. Your focus will be on driving efficiencies across the team while nurturing their skills development. This hands-on role requires a commitment to achieving exceptional standards and supporting our clients.

• Act as a high-calibre representative, attending meetings on behalf of the Associate Director with CEOs and Directors
• Provide excellent client account management and ensure client satisfaction
• Analyse reports and financial data to drive team performance and efficiency
• Monitor, mentor, and motivate the team to ensure they are supported in their role and performing to the best of their ability
• Manage a team of account managers or equivalent, driving retention and performance
• Set clear performance targets and KPIs for individuals
• Conduct quality checks and coaching sessions to ensure a timely renewal process
• Handle client complaints effectively to ensure resolution and retention
• Oversee larger corporate and bespoke client accounts, with broker awareness as an advantage
• Ensure all work in the Relationship Management Team is carried out within the relevant SLAs
• Provide leadership and support to all stakeholders, ensuring collaboration for ad hoc and project requests
• Identify training and development needs and work closely with the Associate Director of Retention & Client Experience
• Conduct bi-weekly 1-to-1s to support the team and keep them updated with any changes
• Drive process improvements and manage change effectively
• Support client and broker meetings to discuss renewals, upsell opportunities, and business KPI achievements
• Manage HR issues, including sickness absence, disciplinary matters, and employee development

What you bring:

The ideal candidate for this Retention Manager position brings a proven track record in a team leader or management role. Your energy, commitment, and drive will be matched by your flexibility and enthusiasm for both the role and company development. You will have the ability to communicate clearly and concisely, varying your communication style depending upon the audience. Your multi-tasking skills will ensure objectives are met effectively within given timeframes while maintaining communication with all stakeholders and clients.

• Experience of managing a team of account managers or equivalent
• Proven experience in coaching and developing a team
• KPI and target-driven mindset
• Excellent communication skills at all levels
• Strong analytical skills with the ability to interpret financial reports
• Experience in handling client complaints and ensuring resolutions
• Background in managing larger corporate and bespoke clients, with broker awareness as an advantage
• Leadership qualities with a hands-on approach
• Experience in managing HR issues, including absence and disciplinary matters
• Proven track record of achieving set targets and KPIs, including daily and monthly SLAs
• Proficiency in Microsoft Office, including Word and PowerPoint

What sets this company apart:

This company is a 'Best Places to Work' organisation with an unrivalled track record of incredibly strong year-on-year growth. They offer fantastic benefits including:

• 25 days' holiday plus bank holidays
• A day off on your birthday
• Cash plan for you (and your children, if applicable)
• Private medical insurance after five years of service
• Pension plan and life insurance
• Profit share scheme
• Season ticket loan scheme
• Cycle to work scheme
• Access to Employee Assistance Programme
• Social sessions on the last Friday of the month with free food and drink
• Company incentives and access to discount schemes
• Free 24/7 onsite gym

What's next:

Ready for an unparalleled career advancement opportunity? Apply now!

Apply Today by clicking on the link!

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates