Retention Team Manager

MAIN PURPOSE OF THE ROLE The Retention Team Manager will be responsible for the day-to-day operating and success of the Retention Team. MAIN RESPONSIBILITIES Agree, implement, monitor targets/KPIs and improve upon individual and team performance/KPIs. Monthly 121’s with each team member and address any performance shortfalls / implement remedial plans as required including PIP process. Manage, mentor and train the team to ensure they consistently deliver against their daily/weekly and monthly KPIs. Report daily/weekly/monthly figures against set targets. To be constantly aware of the business targets/objectives to ensure the Retention Team are working to the same ‘goal’. Constantly identify and improve working practices across the Retention Team to be the ‘best version they can be’. Challenge ways of working, always being prepared with a positive outcome/solution. Build and maintain excellent levels of stakeholder relationships to drive higher performance between departments. Direct and co-ordinate effective processes across applicable Retention workstreams. To ensure PayPoint is maximising the opportunities to protect the churn figure, daily/weekly/monthly. Support the Handepay retention team as and when necessary, dictated by line manager. To work closely with the Handepay retention team to share ideas and develop best practices across PayPoint and Handepay retention activity. To drive improvements through a range of activities, including but not limited to: Product retention (inbound and outbound). Renewals of PayPoint products and services. Efficiencies via Salesforce. Insight into why retailers wish to leave the PayPoint network. To work closely with the field sales management team to ensure you are working as one team. QUALIFICATIONS AND EXPERIENCE Experience of working in a fast-paced environment and management of multiple key stakeholders. Strong ability to interpret data and provide analysis of operational activity with an eye on how to improve. Capability to manage, mentor and train a team of people to a high level. Experience of implementing process improvements across Head Office / Commercial Operations. Have a strong knowledge of the bill payment, EPOS, card and ATM industry. Experience of driving continuous improvement. Super user of a CRM system (Salesforce preferable). Exceptional planning and organisational skills. Ability to work independently and create processes. Able to work with levels of ambiguity. Excellent interpersonal skills and strong work ethic with a can-do attitude. A strong team player who has a flexible, proactive, questioning approach to work. Excellent Office Skills (Word, Excel, Outlook and PowerPoint). Strong influencing skills and a passion for exceeding expectations.

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