Retention Director
- United Kingdom Ireland
- Permanent
- Full-time
Reporting to the Chief Growth Officer, the role holder will be responsible for the strategic direction and execution of retention and renewal initiatives. They will ensure revenue preservation, reduced churn and maximisation of our customer lifetime value across the business.They will possess a high degree of strategic thinking and the ability to manage relationships with key stakeholders.Key AccountabilitiesGrowth
- Define, lead and execute customer retention strategies across all services;
- Manage a central pipeline of retentions, bringing together key stakeholders driving rigour and focus across the end-to-end process;
- Conduct market research to identify trends, opportunities, and competitive landscape to inform retention strategies;
- Leverage analytics to identify triggers, build predictive models and inform continuous improvement strategies;
- Represent our value proposition at executive forums;
- Deliver individual and overall growth targets.
- Collaboratively partner with key stakeholders and cross-functional teams to successfully align retention strategies;
- Be a role model for positive attitude and respect for all our colleagues;
- Lead and encourage recognition, proactively acknowledging the contributions of our colleagues;
- Prioritise health and well-being and encourage our colleagues to be open with their health and welfare concerns;
- Foster a collaborative and high-performance environment;
- Actively support and encourage social responsibility.
- Build and maintain strong and forward-facing relationships with key customers and stakeholders to foster collaboration and drive business growth;
- Demonstrate and encourage trust, integrity and collaboration with all our customers and stakeholders;
- Work with key stakeholders across the IOI and GB business areas to develop best practice for operational excellence and understand where the business can make enhancements and improvements to meet customer needs in new opportunities.
- Design measurable and scalable retention programmes;
- Ensure seamless delivery of retention initiatives across the business;
- Develop and implement a culture which seeks out innovation and added value in all areas;
- Track, analyse and report on key metrics to assess the effectiveness of retention strategies and make data-driven decisions.
- Full clean driving licence.
- 3rd level qualification in related discipline or equivalent.
- Demonstrable track record in similar/business development role, particularly within the FM sector;
- Developing and implementing retention strategies;
- Pipeline development, driving strong customer retention;
- Strong commercial acumen;
- Strategic and results-driven mindset;
- Communication, presentation and influencing skills;
- Organisational and project planning skills;
- Strong working knowledge of industry regulations and legislative guidelines;
- Successful track record of operating at a strategic level and building strong customer and stakeholder relationships;
- Ability to remove barriers and drive innovation;
- Ability to use a creative approach to influence at all levels;
- Ability to assimilate facts quickly and use to articulate benefits and / or risks both internally and externally.
- Developing and sustaining strong and collaborative relationships;
- Resilient, adaptable and able to navigate complex stakeholder relationships;
- High - level organisational skills and attention to detail;
- Working under pressure and meeting deadlines;
- Problem solving and decision making;
- Providing expert advice and knowledge;
- Analysing information;
- Evaluating information to support action.
This is a hybrid role which offers the freedom and flexibility of working remotely combined with regular office attendance to facilitate team connection and collaboration.Given the global remit of the role, travel to our locations throughout Great Britain and the Island of Ireland is required.INDHPAbout YouAbout UsBidvest Noonan is a team of 27,000 passionate and customer-focused people. We work together to deliver exceptional service and value to customers across the UK and Ireland. We recruit great people to deliver our services and we provide them with the resources, training, and direction they need to do their best work.We always put people first. Our people are exceptional and go the extra mile to deliver outstanding services. We celebrate and recognise their successes at every opportunity. At Bidvest Noonan, we strive to make each person feel appreciated, engaged, and supported so that they can reach their potential, knowing it has a positive impact on our overall success.Bidvest Noonan is highly committed to creating an inclusive environment where everyone can feel valued and respected. We are delighted to welcome applicants from our Armed Forces community and people from diverse backgrounds and identities.