Group Loyalty & Retention Manager
Location
Worcestershire | United Kingdom
Job description
Job Purpose
To own and drive the Customer loyalty & revenue generation across Group Customer Contact. To continue our journey from moving from a cost centre to a profit centre. To specifically identify and exploit revenue and profit opportunities that exist or are created because of contact with the customer. Accountability for ensuring that the strategy, process, MI and operational delivery are joined up, seamless and clearly co-ordinated. Accountable for the revenue generation and customer retention delivery.
Key Responsibilities
- Deliver the revenue and retention targets that are set and agreed with Head of Group Contact Centres
- Accountability for the “Never Miss a customer” process and benefits within Customer Contact, specifically associated to re-booking cancelled and missed appointments for our Garages.
- Create, build and drive a way of retaining every customer, every order and every appointment.
- Identify areas where Customer Contact can support customers in the purchase of services and products.
- Work closely with stores and Garages to ensure that the “Halfords expert” experience is seamless between Call Centres, Stores and Garages.
- Work closely with the Customer & Commercial teams to ensure plans and performance are clearly communicated.
- Attend monthly business reviews and support / stand in at monthly steerco meetings.
- Responsible for retaining the Motoring Services Loyalty club members through effective customer retention tactics and strategies.
- Create, develop and enhance a true customer and appointment retention policy and toolkit designed to retain and win back customers.
- Work closely with Change, IT and Technology to ensure that inefficiencies and opportunities are clearly identified and prioritised for development and implementation.
- Pro-actively Identify and exploit opportunities to drive revenue and profit, as a result of customer interactions handled on the phone, chat and other channels.
- Work closely with the Planning Manager, Outsource Manager & Change Delivery Manager to ensure the customer contact experience is working effectively.
Key Skills/Experience
- Proven experience in leading or being part of successful customer retention and loyalty programmes.
- Excellent analytical and problem-solving skills
- Ability to develop creative strategies and plans to increase customer retention.
- Knowledge of customer relationship management (CRM) practices
- Experience in a sale, retention or loyalty-based thought leadership and co-ordination role.
- Problem-solving attitude
- Proven experience as a Relationship/Partnership Manager
- Excellent communication skills
- Aptitude for fostering positive relationships.
- Outstanding Teamwork and leadership skills
- Advanced knowledge of churn reduction tactics and experience implementing them to save accounts from churning.
Job tags
Salary
