Retention Operations Manager

Retention Operations Manager
Reporting To: Customer Experience Director
Department: Retention - Norwich office
Contract: Full-time, Permanent (Mon-Fri 9am - 5pm)
Location: Norwich
Salary: £40,000+ annum basic, depending on experience - with OTE of £50,000+
Benefits: Pension, Health Plan, 5 weeks' holiday, plus birthday day off, plus 8 paid Bank Holidays, Holiday Purchase Scheme, Gym discounts.


About us
Operating in the UK since 1993 QMS International provides professional consultation and support for Organisations that require a hassle-free and cost-efficient route to ISO Certification.

We have proudly been delivering internationally recognised Management Systems for almost 30 years, with the aim of ‘making businesses better'.

Our growth plans are ambitious and we're part of the private equity-owned Citation Group.

Our customer base has grown significantly over the past few years and this growth will continue - that's where you come in.


About You
As the Retention Operations Manager, you will develop our retention strategy to enable us to reduce customer churn, increase customer loyalty and increase overall value.

You will work cross-functionally with many internal stakeholders (Retention, Diary Management, Finance, Field, Technical, Sales, Compliance, Customer Operations and the Senior Management Team) to achieve strong customer retention rates and engaged customers.

You will have:


, Previous experience of leading a team and delivering to targets; with a background in retention, customer service, sales, renewals or operations
, Demonstrate the ability to communicate, present and influence effectively at all levels of the organisation
, Previous project experience with the ability to multi-task and prioritise - people development, system development, process development
, You will love to build great relationships and build rapport easily creating strong relationships with stakeholders using a collaborative manner to achieve desired results.
, Excellent listening, negotiation and presentation skills are essential, along with good verbal and written communication
, Natural problem solver and decision maker; you will have the ability to interpret data and conduct root cause analysis to drive performance improvement
, You will have a high level of attention to detail and commitment to quality
, Can do attitude and does!
, Strong numerical skills, including Excel
, Computer literacy: previous experience of working with salesforce is advantageous
, Knowledge of ISO Certification advantageous, but not essential


Purpose of the role:


The primary function of the role is to meet our Renewal and Deactivation targets and to understand potential customer detractors and work with internal stakeholders to ensure proactive customer contact to bring customer detractors back on board.


Key tasks:


, Client renewal: management of the renewal workstream to ensure timely renewal, achieving internal targets and KPIs
, Client cancellation: management of the cancellation workstream to maximise customer saves and re-engagement and in the event of non-save ensure that cancellation income is protected
, Customer scorecard: implementation and management of scorecard and associated reporting and data analysis, ongoing communication with key stakeholders to ensure business understanding on the health of our customer base and proactive department interventions required to prevent future customer detractors
, Customer Health Checks; develop and implement a process to cross-check customer engagement post win back or closed cancellation ticket
, Process and system improvements; ongoing review of internal/external processes and development of new processes to ensure streamlined smooth internal and external customer journeys.

Process mapping, working with Business Analysts on user stories and working through UAT process through to system implementation.
, Customer communication; develop and oversee the implementation of an in-life customer communication journey
, Customer segmentation; develop and manage customer segmentation
, Customer remarket; proactive re-contact of any lost Multiservice Agreements with a view to re-signing via QMS contract(s)
, Training and development; ensure ongoing development of the team to ensure quality, retention/win back rates and verbal and written communication standards are high and maintained
, Provide advice and guidance; support the retention team with any escalations and ensure a timely response time
, Client feedback: proactively provide customer feedback data to senior management team regarding the service provided, in order to ensure our customer journey continues to improve


Bring your best
All colleagues are expected to behave in line with our core company values
#Care & Support #Forward thinking #Own it #Do the right thing


Please note: While we endeavour to respond to all applications if you have not heard back from us within 3 weeks of applying, your application has not been successful on this occasion.

Applicant details will be kept on file for 12 months.


In order to continue your application, please click ‘Apply' now.


  • Start: ASAP
  • Rate: £40000.00 - £50000.00 per annum + DOE with OTE of £50,000+
  • Location: Norwich, England
  • Type: Permanent
  • Industry: Sales
  • Recruiter: 2MES
  • Contact: 2M Employment Solutions
  • Tel: 02392 387722
  • Email: to view click here
  • Posted: 2022-09-13 12:11:00 -

  • View all Jobs from 2MES


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