Instant Impact
Customer Retention Manager
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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.
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 behavioral indicators to identify trends and risks
- Contribute to the development of customer segmentation (e.g., high value, at risk, growth) and prioritisation strategies
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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, Knowledge and Expertise
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
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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
About
About Instant Impact
Instant Impact helps organisations turn talent into a competitive advantage. We do this through two core solutions:
- Impact Talent: our embedded recruitment solution that blends expert in-house teams with a modular, AI-powered tech stack to build high-performing TA functions and deliver consistent hiring outcomes.
- Impact X: our Executive Search solution, designed to connect organisations with exceptional senior leaders who drive transformation and growth.
How We Work
At Instant Impact, our approach is shaped by three core principles that guide everything we do:
- Growth Mindset: We believe in continuous improvement, for ourselves, our teams, and our clients. Every challenge is a chance to learn, innovate, and raise the bar.
- Accountability: We own our commitments. From hitting SLAs to developing our people, we do what we say we'll do and we measure what matters.
- Pace & Collaboration: Speed wins, but not at the expense of quality. We work closely together across teams, with clients, and with candidates to move faster and smarter.
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