Customer Retention Manager

Customer Retention Manager

This is an exciting opportunity for a self-driven and motivated Customer Retention or Sales Manager with global team management experience to join a true market leader within the travel industry and to work with likeminded people who are not only passionate about delivering an exceptionally high level of service but also value building trusted relationships with their customers.

Customer Retention Manager - What will I be doing?

Whilst the core part of the role is to oversee the day-to-day management and performance of the offshore retention teams, it also encompasses the development of improvement plans and feedback to the business to reduce assisted bookings, improve workflows and improve customer outcomes, as well as the overall customer experience. You will have strong commercial experience in an e-commerce environment, ideally within travel, and demonstrable experience of driving sales teams to meet demanding challenges and deadlines.

Customer Retention Manager - What experience do I need?

  • Significant experience in a sales and/or retention role
  • Proven track record of delivering against commercial KPI's in busy inbound/outbound contract centre environments
  • Experience of managing offshore retention teams, delivering to productivity and service level company targets and objectives
  • Strong planning and organisation skills and an ability to understand and engage with internal and external customers
  • Excellent problem solving skills
  • Experience of influencing and driving improvements
  • Experience of reporting trends in supplier performance and analysing against business objectives
  • Strong communicator across all levels of a business
  • Exceptional man-management and coaching skills
  • Highly motivated, well-organised and able to provide outstanding customer service

Customer Retention Manager - What else do I need to know?
The post holder can be based anywhere in the UK although will be required to attend occasional meetings at the Head Office in London and overseas to visit outsourced partners. This position is challenging as well as rewarding and requires expertise, drive and a passion to succeed and make a significant impact. The role is Monday to Friday with occasional need to work outside of these hours when required.

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    Purchase Ledger Executive

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    Purchase Ledger Executive - What Will I be doing ?

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    Purchase Ledger Executive - What experience do I need ?

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    Purchase Ledger Executive - What else do I need to know?

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    Property Manager - What experience do I need?

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    Property Manager - Additional Information:

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    There is a good salary with this role.

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    Travel Sales Consultant - What will I be doing?
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    Travel Sales Consultant - What experience do I need?
    * It is essential that you have sales experience within the travel industry and from a company that shares their focus on tailormade travel to a discerning market.
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    Travel Sales Consultant - What else do I need to know?
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