Customer Retention Manager

Customer Retention Manager

YOU WILL NOT BE EMPLOYED BY INSTANT IMPACT, THIS ROLE IS BEING ADVERTISED ON BEHALF OF A CUSTOMER.

Role purpose

The Customer Retention Manager is responsible for dealing with day-to-day customer support requests to improve customer satisfaction, promote self-service digital tools, identify growth opportunities and proactively reduce churn across the company’s customer base.

This role plays a key part in delivering a more proactive, insight-led retention strategy and in improving the collection and use of customer data and CRM tools to identify risks early, resolve issues, and create opportunities for growth.

Responsibilities

Key responsibilities

Customer service and issue resolution

• Serve as a key contact for customer queries or requests, resolving matters promptly and escalating more complex requirements when needed
• Carry out proactive check-ins with customers to monitor satisfaction, identify risks, and spot growth opportunities
• Share customer experience insights internally to support continuous improvement

Onboarding and offboarding

• Deliver a smooth onboarding experience, ensuring customers are set up for success from day one
• Manage offboarding processes where needed, with clear communication on requirements and timescales to set expectations

Customer Hub and self-service adoption

• Drive adoption of the Customer Hub and self-service tools, helping customers use available digital services confidently
• Encourage digital-first handling of routine requests to improve speed, consistency, and customer experience

Customer insight and data

• Maintain accurate and up-to-date customer information and data in CRM systems to support retention activity and effective use of the Customer Hub
• Use customer data, feedback, and behavioural indicators to identify trends and risks
• Contribute to the development of customer segmentation (e.g. high value, at risk, growth) and prioritisation strategies

Retention and churn management

• Proactively engage high-value or at-risk customers to spot churn risks early and enable timely action to improve outcomes.
• Escalate and help resolve issues that may impact retention, working closely with internal teams

Customer experience improvement

• Gather and share customer insight to help improve products, services, and processes
• Identify recurring issues and work with internal teams to drive continuous improvement
• Support initiatives that enhance customer satisfaction and retention outcomes

Collaboration

• Work closely with Internal teams to deliver joined-up customer management
• Feed retention opportunities and risks into relevant teams

Key outcomes / measures of success

• Improved customer retention rates and reduced churn
• Increased customer satisfaction (e.g. NPS / OSAT)
• Higher engagement with Customer Hub and digital services
• Effective identification and management of at-risk customers
• Strong quality and completeness of customer data

Skills

Essential

• Strong relationship management skills with a customer-first mindset
• Proven ability to identify and manage customer risk and retention opportunities
• Excellent communication skills, both written and verbal
• Ability to work with data and insights to inform decisions
• Proactive and organised, with strong problem-solving skills

Desirable

• Experience in customer operations environments
• Experience using CRM systems to manage customer relationships and campaigns
• Understanding of customer lifecycle management and retention strategies

Ways of working / behaviours

• Customer-focused: puts customer outcomes at the centre of decisions
• Proactive: identifies issues early and takes action
• Collaborative: works effectively across teams to solve problems
• Data-led: uses insight to prioritise activity and improve outcomes
• Practical and solution-oriented: focuses on what will make the biggest difference