Client Retention Manager
Ref: 31be9e50d48e4a15983df194688268f8Main Purpose of Role
The Client Retention Manager will be responsible for supporting and driving the company's client retention strategies within the Physical Security sector across the UK. By cultivating and maintaining strong, long-term relationships with existing clients, the role aims to ensure high customer satisfaction, promote repeat business, and maximise client lifetime value across key industries, including but not limited to Corporate Accounts, Tech, Media & Telecoms, Manufacturing, Education, Retail, Maritime and Aviation, Logistics and Distriubution and Critical National Infrastructure.
Key Duties and Responsibilities
*
Strengthen Client Relationships: Actively support the management of key existing client relationships, building long-term trust and ensuring ongoing satisfaction.
* Assist in Driving Client Retention Strategies: Contribute to the development and implementation of tailored retention strategies that prioritise client loyalty and engagement, helping to drive repeat business and referrals.
* Identify New Opportunities within Existing Accounts: Work to consistently identify growth opportunities by understanding client needs, presenting additional services, and ensuring the client's evolving requirements are met.
* Collaborate with Operations Teams: Work closely with internal teams to ensure clients receive top-tier service, high-quality solutions, and timely support, fostering continued satisfaction and loyalty.
* Support Contract Renewals: Assist in the renewal process by ensuring smooth negotiations and maintaining strong relationships to secure mutually beneficial terms.
* Maintain Accurate Client Data: Ensure all client information and interaction history is accurately recorded in Salesforce, supporting effective retention and growth efforts.
* Provide Regular Client Reporting and Updates: Assist in providing consistent updates to the leadership team on client status, retention metrics, and opportunities within existing accounts.
* Collaborate with Internal Stakeholders: Partner with the Business Development team, Commercial team, and other departments to align retention strategies with broader company goals and ensure seamless execution.
* Promote the Company's Value Proposition: Support the promotion of the company's expertise and success stories to strengthen client relationships.
* Contribute to Strategic Planning: Offer input to the business planning process by identifying client-focused strategies and new opportunities for growth.
Job Context/Key Challenges
* Foster Client Retention in a Competitive Market: Support the effort to navigate a competitive market by delivering excellent customer service and ensuring the satisfaction of existing clients.
* Balance Client Loyalty and Business Expansion: Ensure that the company continues to grow by identifying new business opportunities, while still maintaining a focus on retaining high-value clients.
* Adapt to Client Needs: Manage complex client expectations and adapt strategies to meet evolving client needs while maintaining strong relationships.
Dimensions
* Comprehensive Client Understanding: Develop a detailed understanding of the client base and their specific needs to drive retention and identify new growth opportunities within accounts.
* Expert Knowledge of Company Capabilities: Leverage knowledge of the company's range of capabilities to offer tailored solutions that meet client needs.
* Sales and Negotiation Skills: Demonstrate strong relationship-building and negotiation skills to support contract renewals and long-term client loyalty.
* Retention Performance and Target Achievement: Work towards retention goals using SMART targets, ensuring consistent performance and client satisfaction.
Qualifications and Experience
* Experience in client retention, sales, or business development, with a focus on long-term relationship management.
* Strong communication and presentation skills, with the ability to influence clients and build lasting relationships.
* Self-motivated with the ability to drive retention efforts and meet targets.
* Organised and able to manage multiple client relationships and priorities effectively.
* Proficient in CRM systems and IT tools.
* Demonstrates integrity, professionalism, and ethical behaviour in all client interactions.
The Client Retention Manager will play a key role in ensuring long-term client satisfaction and loyalty within the Physical Security sector, contributing to both retention and business development strategies that lead to sustained success.
* Experience in client retention, sales, or business development, with a focus on long-term relationship management. * Strong communication and presentation skills, with the ability to influence clients and build lasting relationships. * Self-motivated with the ability to drive retention efforts and meet targets. * Organised and able to manage multiple client relationships and priorities effectively. * Proficient in CRM systems and IT tools. * Demonstrates integrity, professionalism, and ethical behaviour in all client interactions. The Client Retention Manager will play a key role in ensuring long-term client satisfaction and loyalty within the Physical Security sector, contributing to both retention and business development strategies that lead to sustained success.
The Client Retention Manager will be responsible for supporting and driving the company's client retention strategies within the Physical Security sector across the UK. By cultivating and maintaining strong, long-term relationships with existing clients, the role aims to ensure high customer satisfaction, promote repeat business, and maximise client lifetime value across key industries, including but not limited to Corporate Accounts, Tech, Media & Telecoms, Manufacturing, Education, Retail, Maritime and Aviation, Logistics and Distriubution and Critical National Infrastructure.
Key Duties and Responsibilities
*
Strengthen Client Relationships: Actively support the management of key existing client relationships, building long-term trust and ensuring ongoing satisfaction.
* Assist in Driving Client Retention Strategies: Contribute to the development and implementation of tailored retention strategies that prioritise client loyalty and engagement, helping to drive repeat business and referrals.
* Identify New Opportunities within Existing Accounts: Work to consistently identify growth opportunities by understanding client needs, presenting additional services, and ensuring the client's evolving requirements are met.
* Collaborate with Operations Teams: Work closely with internal teams to ensure clients receive top-tier service, high-quality solutions, and timely support, fostering continued satisfaction and loyalty.
* Support Contract Renewals: Assist in the renewal process by ensuring smooth negotiations and maintaining strong relationships to secure mutually beneficial terms.
* Maintain Accurate Client Data: Ensure all client information and interaction history is accurately recorded in Salesforce, supporting effective retention and growth efforts.
* Provide Regular Client Reporting and Updates: Assist in providing consistent updates to the leadership team on client status, retention metrics, and opportunities within existing accounts.
* Collaborate with Internal Stakeholders: Partner with the Business Development team, Commercial team, and other departments to align retention strategies with broader company goals and ensure seamless execution.
* Promote the Company's Value Proposition: Support the promotion of the company's expertise and success stories to strengthen client relationships.
* Contribute to Strategic Planning: Offer input to the business planning process by identifying client-focused strategies and new opportunities for growth.
Job Context/Key Challenges
* Foster Client Retention in a Competitive Market: Support the effort to navigate a competitive market by delivering excellent customer service and ensuring the satisfaction of existing clients.
* Balance Client Loyalty and Business Expansion: Ensure that the company continues to grow by identifying new business opportunities, while still maintaining a focus on retaining high-value clients.
* Adapt to Client Needs: Manage complex client expectations and adapt strategies to meet evolving client needs while maintaining strong relationships.
Dimensions
* Comprehensive Client Understanding: Develop a detailed understanding of the client base and their specific needs to drive retention and identify new growth opportunities within accounts.
* Expert Knowledge of Company Capabilities: Leverage knowledge of the company's range of capabilities to offer tailored solutions that meet client needs.
* Sales and Negotiation Skills: Demonstrate strong relationship-building and negotiation skills to support contract renewals and long-term client loyalty.
* Retention Performance and Target Achievement: Work towards retention goals using SMART targets, ensuring consistent performance and client satisfaction.
Qualifications and Experience
* Experience in client retention, sales, or business development, with a focus on long-term relationship management.
* Strong communication and presentation skills, with the ability to influence clients and build lasting relationships.
* Self-motivated with the ability to drive retention efforts and meet targets.
* Organised and able to manage multiple client relationships and priorities effectively.
* Proficient in CRM systems and IT tools.
* Demonstrates integrity, professionalism, and ethical behaviour in all client interactions.
The Client Retention Manager will play a key role in ensuring long-term client satisfaction and loyalty within the Physical Security sector, contributing to both retention and business development strategies that lead to sustained success.
* Experience in client retention, sales, or business development, with a focus on long-term relationship management. * Strong communication and presentation skills, with the ability to influence clients and build lasting relationships. * Self-motivated with the ability to drive retention efforts and meet targets. * Organised and able to manage multiple client relationships and priorities effectively. * Proficient in CRM systems and IT tools. * Demonstrates integrity, professionalism, and ethical behaviour in all client interactions. The Client Retention Manager will play a key role in ensuring long-term client satisfaction and loyalty within the Physical Security sector, contributing to both retention and business development strategies that lead to sustained success.
Client Retention Manager
Ref: 31be9e50d48e4a15983df194688268f8
London, England
Mitie
Sales & Business Development