Retentions Performance Manager
Retention Performance Manager – Hook with some UK Wide Travel – Upto £440 per day
My client a leading ISP and media provider are currently seeking an experienced Retention Performance manager who would be directly helping the client achieve volume and value targets that affect the bottom line. The candidate would be looking to drive up the value retained from customers during Retention calls.
However, this must be done whilst meeting volume targets, so the role would suit somebody who has had experience in managing volume/value trade offs. For example:- if you have 1000 customers calling into the Retentions Call Centre telling the agents they wish to disconnect their services, how do you ensure the client retains 80% of these whilst at the same time, protecting as much margin erosion as possible? How can you equip agents with the right information so they have a better idea on the likelihood that a customer is a real disconnect risk? If you had a fixed discount budget to use for this activity, how would you allocate it to optimise volume and value performance?
You will need to be highly numerate and analytical so may have come from a Financial or Management Consulting background with strong analysis skills. You will be able to use Excel to process raw data and draw meaningful insights that help drive creative thoughts. You will be able to use PowerPoint to share performance updates with the wider business.
You will need to personable, and willing to spend a few days a month at call centres across the UK to join up what is coming through in data to reality (able to question what the data is telling us, and find alternative ways to validate this)
The role is very tactical, but an understanding of how this might affect the longer term performance of the client is crucial. It is a highly rewarding role, and offers wide scope for creativity and new ideas
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