Retention Manager

Retention Manager

Portfolio are proud to be exclusively representing our Client, an industry leading EAP and OH provider, who have been making a positive difference in over 13 million lives, in their search to find a Retention/ Renewals Manager. Our client offer the most comprehensive employee assistance programme on the market, giving 24/7 caring and compassionate support services to employers from organisations of all sizes, across the private, public and non-profit sector, to business partners, individual users, employees and their family members.

We are looking for an experienced leader with retention and account management experience, who will be joining the business at an exciting time, as the Relationship Management team are rapidly expanding. The role will present excellent opportunities to drive change across the current retention portfolio, exceed the expectations of clients and meet business targets when engaging in renewals conversations and supporting retention.

This person will be responsible for the coordination and audit of a team of Relationship Managers and Executives, the day-to-day delivery of renewal terms, drive retention and resolve any client escalations. This will be a fast-paced role and have a focus on achieving exceptional standards when assisting clients. The role will drive efficiencies across the Relationship Management Team, and the manager will be required to coach and mentor the team, to ensure the roles are fulfilled to a high standard.

Day-to-Day Responsibilities:

• To monitor, mentor and motivate the team to ensure that they are supported in their role and performing to the best of their ability
• Setting clear performance targets for individuals
• Maintaining a structured day throughout the department
• Conduct a minimum of 3-5 quality checks and coaching sessions per person on each core process weekly to ensure a timely renewal process
• Ensuring all work in the Relationship Management Team is carried out within the relevant SLAs, including all emails being responded to within 24 hours and actions completed
• Providing leadership and support to all stakeholders, ensuring we are working in collaboration for all ad hoc and project requests
• Ensure any need for training and development is highlighted to the Associate Director of Retention & Client Experience
• Conduct bi-weekly 1 to 1s to ensure the team is fully supported, kept up to date with any changes and to help monitor the status of their portfolios
• Exploring and driving deliverables to improve efficiencies and processes, whilst managing and implementing change effectively
• To support on request with client & broker meetings to discuss their renewals, upsell opportunities and ensure we are achieving our business KPIs for retention
• To problem solve and successfully overcome client retention challenges
• To drive upgrades and upsell opportunities throughout team

It is essential you have the following;

• A proven track record in a team leader or management role
• Energy, commitment and drive with dedication to the role, willingness to show flexibility when required, showcasing enthusiasm for the role and company development
• Commerciality and the ability to apply knowledge in a practical, commercial manner
• The ability to communicate clearly and concisely, varying communication style depending upon the audience
• Multi-task oriented - can accomplish objectives effectively within timeframe given while ensuring communication is maintained with all stakeholders and clients
• A proven track record of working toward and achieving set targets and KPIs including daily and monthly SLAs
• Microsoft Office software experience with Word and PowerPoint experience

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