Recruitment and Customer Satisfaction Manager
An excellent opportunity has been created to join one of the fastest growing cloud software companies in the UK. Based in Norwich, Norfolk they already serve over 5000 customers and aim to double this in 2015 and plan to triple the size of the business from £7m to £21m turnover in the next 5 years.
The retention of their existing customer base is critical to their success so we they looking for an experienced retentions manager to join the team to deliver outstanding retention results.
Area of responsibility
- Pro-active contact of all customers to measure satisfaction every quarter
- Re-active contact with all customers that provide satisfaction scores
- Management of all warning indicators that a customer may be unhappy
- Management of 2 people
Job Description
- Lead the outbound strategy to ensure all customers are regularly contacted to measure satisfaction
- Track all customer satisfaction results and look for early warning indicators of dissatisfaction
- Work closely with our development and partnership team to ensure that we are able to continually improve our product offering to retain business
- Closely monitor the CRM to understand irregularities in customer activity that could lead to dissatisfaction
- Work closely with the service team to understand what is causing issues for our customers and support process changes to improve service delivery
The ideal candidate will be used to managing large numbers of customers, will have at least 3 years experience within B2B service industry within a retention team.
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