Commercial Retention Manager

Company Description

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.

Since 2000, we’ve been keeping businesses connected.

At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

Job Summary: The Commercial Retention Manager is responsible for developing and executing strategies to retain and grow the customer base. This role involves analysing customer data, identifying trends, and implementing initiatives to enhance customer loyalty and reduce churn. The ideal candidate will have a strong background in customer retention, excellent analytical skills, and the ability to lead cross-functional teams. Working as an overlay across the Enterprise Account Management team the ideal candidate will have the ability to influence and motivate the individual Account Managers and effect close cooperation with team managers.

Key Responsibilities:

• Develop Retention Strategies: Create and implement comprehensive retention strategies to improve customer loyalty and reduce churn.
• Data creation: Create and maintain a record of all contract end dates by service enabling a proactive view of when to renew/re-shape customer contracts.
• Data Analysis: Analyse customer data to identify trends, pain points, and opportunities for improvement.
• Customer Engagement: Design and execute targeted campaigns to engage and retain customers as well as specific customer engagement to impact retention.
• Cross-Functional Collaboration: Work closely with marketing, sales, and product teams to ensure a seamless customer experience.
• Performance Metrics: Establish and monitor key performance indicators (KPIs) to measure the effectiveness of retention initiatives.
• Customer Feedback: Gather and analyse customer feedback to inform retention strategies and improve customer satisfaction.

Qualifications:

• Experience: Minimum of 7-10 years of experience in customer retention
• Skills: Strong analytical skills, excellent communication and interpersonal skills, and proficiency in CRM and data analysis tools.
• Attributes: Strategic thinker, results-oriented, and a team player with a customer-centric mindset.

Preferred Qualifications:

• Experience in the IT and Telecommunications sector.
• Knowledge of the latest retention strategies and technologies.
• Proven track record of successfully reducing churn and increasing customer loyalty.

Additional Information

At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.

We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:

• Hybrid Working: Flexibility matters. Our hybrid model lets you choose a blend of home and office-based working, so work fits seamlessly with your life.
• Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
• Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.

Ready to join the UK’s largest managed service provider? 

Apply today or contact our friendly Talent Acquisition Team for more information.