Retention Manager

Sales-Focused Growth & Retention Manager B2C

Suits Me Limited

Office based, Knutsford, Cheshire WA16 8RB

£32,500 per year + uncapped earning potential bonus scheme

Benefits: 6 weeks paid holiday + bank holidays, performance bonus, uncapped potential

Job Type: full-time, permanent

We are seeking an enthusiastic and results-driven Sales-Focused Growth & Retentions Manager to join our dynamic team. As the Growth & Retentions Manager, you will play a pivotal role increasing active account holder numbers, revenue growth, retaining existing customers, and expanding our customer base.

Your primary focus will be to ensure that more customers activate their Suits Me card, credit their account, make regular use of their account and stay with Suits Me as loyal customers recommending us to others.

Responsibilities:

• Sales Strategy Development: develop and execute effective sales strategies that align with company goals and objectives. Identify new growth opportunities and target markets to drive revenue growth.
• Develop and implement retention strategies to enhance customer loyalty and minimise churn. Proactively identify and address potential issues or concerns to ensure high customer satisfaction and long-term relationships.
• Lead, coach, and motivate the Retention Team to achieve targets and deliver exceptional customer service. Provide guidance and support in the sales process, including negotiations and objection handling.
• Closely monitor Active Account volumes using Power BI, ensure customers are targeted effectively. Track, analyse, and report on key sales metrics for growth and customer card/account activation, usage and retention rates. Identify areas of improvement and implement corrective actions as needed.
• Collaborate cross-functionally with marketing, product development and customer care to drive sales initiatives and ensure customer success.
• Continuously evaluate and refine processes, strategies, and tactics. Stay updated on best practices in sales and customer retention and implement innovative approaches to drive active account numbers.
• Carrying out performance reviews, return to work meetings, appraisals and disciplinaries.

About you:

• Strong leadership skills with the ability to motivate and inspire a sales team.
• Proven track record of success in sales and customer retention, preferably in a similar role.
• Positive and resilient attitude. Results-oriented with a focus on achieving sales targets and driving growth.
• Excellent communication, negotiation, and presentation skills.
• Strategic thinking and problem-solving abilities.
• Ability to thrive in a fast-paced, dynamic environment.
• IT literate (particularly Excel and Microsoft Office)

About Suits Me:

Suits Me is an ethical and cutting edge fintech business based in a rural setting near Knutsford, Cheshire.  We are an award-winning alternative banking solution with financial inclusion and equality of opportunity sitting at the heart of the business.

Suits Me operates within both B2B and B2C sectors in the UK and is currently working towards European expansion.

For our account holders, we offer an alternative to traditional bank accounts with a contactless Mastercard, a full range of features and cashback rewards.  For businesses, Suits Me offers a payment solution providing the UK’s only specialised client portal allowing recruiters and employers to open accounts for their employees and candidates within minutes.

As our Retention Team Manager, you will be responsible for driving the performance of your direct reports and work with the Customer Care Managers, to reduce customer attrition and grow our business. Supporting account applicants and account holders directly through your team, to ensure a high standard of customer service is delivered and be proactive about suggesting and implementing improvements required to ensure customers are retained in line with company growth targets.

Join our team and be part of an exciting journey to drive sales growth and customer satisfaction. Together, we will shape the future success of our company by expanding our customer base and ensuring long-term customer relationships.