# Customer Retention Manager at Instant Impact

> Hybrid · United Kingdom · Manager · Other · open. Source: https://alderhq.app/jobs/pinpoint%3Ainstant-impact%3A539275 (read 2026-11-09).

## Facts (observed)

- Company: [Instant Impact](https://alderhq.app/companies/instant-impact)
- Location text: London, UK, London
- Where it can be done from (inferred): Hybrid · United Kingdom (evidence: "Location: London, UK, London")
- Posted: already open when tracking began; date unknown
- First seen by alder: 2026-11-04 · last verified: 2026-11-07
- Reposted: 0 times · edited: 0 times
- Apply on the employer's site: https://careers.instant-impact.com/en/postings/30aac59b-c49a-4a19-af45-ed2891a1d846

## Pay and sponsorship

- Posted pay: not posted
- Market band for similar posted roles (London, n 191): p25 £36k, median £56k, p75 £85k

## Description (the employer's text)

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

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Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/pinpoint%3Ainstant-impact%3A539275 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.