Customer Retention Manager

Customer Retention Manager

Objective of Role:

A rare and fantastic opportunity has arisen within an excellent company. Our client is seeking a dynamic sales management professional to lead our private owner retention team. Reporting to the Sales Director, the successful candidate will spearhead the company’s efforts to increase retention which is a key component of our growth strategy. The role will be responsible for approx. 10 people.

Key skills include demonstrating an aptitude in interpreting sales data in order to identify areas for improvement and the experience and confidence to recommend and implement process change to improve results and meet the challenges of a fast growing business.

Our client is an on-line advertising business and the contact for this team is with existing private owner clients from around the world across the company’s Media Group. Success of the business is built on establishing and developing long-term relationships with our clients.

Key Deliverables of the Role:

Lead and organise a team efficiently and effectively to handle a high volume of outbound and inbound calls and emails.

Identify areas where the sales process and skills can be improved and implement change as required

Work with Data Analysis, Product and Marketing teams to ensure the end to end sales journey is refined to generate maximum return

Achieve specific service and revenue goals to achieve customer retention and to win back lost clients

Provide support to the team members by handling customer call escalations and addressing customer service issues

Track and report on Key performance indicators and be able to use this data to predict and improve results

Direct and monitor performance with a daily focus to ensure sales excellence across the team.

Utilise leadership ability to hold team accountable and inspire them to achieve results

Design and deliver a work environment that rewards achievement and maintains a positive and effective sales culture, focusing on improving the work-rate of the team and developing effective sales techniques to deliver revenue to and beyond agreed targets.

Devise and implement a sales strategy for the private owner retention side of the business

Adhere to sales and discount policies and identify the best solution for each client within policy guidelines.

Strong analytical skills with the ability to interpret data to drive performance.

Tracking reporting data, conducting analysis and specifying new reporting where necessary.

An expert user of Salesforce and ensure effective use across the sales team.

Recruit the best sales people and effectively coach/train to ensure continued development of sales techniques across the team.

Communicate strategies and results to senior management on a consistent basis including weekly and monthly reporting/

Requirements:

Previous experience in sales management at a leading directory/listings, e-commerce or digital media/publishing company where online commerce is an essential part of the value proposition.

Proven ability to deliver a sales growth through the implementation of best practise processes and training.

Comfortable in setting, working to and achieving significant sales targets.

Confident presenter with excellent verbal and written presentation skills.

Target-driven and proven self-starter with ability to deliver on commercial targets.

Strong entrepreneurial instinct with a focus on end-results.

Strong people management and motivational skills with a track record of achievement through others.

Ability to lead by example in a fast-paced environment with a hands-on approach and demonstrated ability to multi-task.

Strong organisation and analytical skills absolutely required.

Excellent customer service skills, both direct and through digital systems, in order to both lead by example and recognise and meet customer support needs.

An understanding of Salesforce would favourable.

High achiever with outstanding communication skills.

Graduate with high intellect and energy.

Passionate, meticulous, motivated, quick thinking.