Customer Loyalty Specialist for Zippy Shell handling sales retention through customer communication. Analyzing cancellation requests to negotiate and retain customer loyalty in a call center environment.
About the role
- Customer Retention Manager focusing on customer retention initiatives with Black Horse and Transport. Developing B2B and B2C strategies for improving customer loyalty and experiences.
Responsibilities
- Support the Retention Strategy and implement and manage a breadth of initiatives including B2C marketing activity, dealer training, retention toolkits and loyalty incentives and propositions.
- Manage and drive innovation with existing retention suppliers, managing day to day relationship as well as monthly and quarterly review meetings.
- Produce best practice activities for internal Account Managers and also external Dealers and partners, which could include newsletters, training modules, contact strategies.
- Own retention performance including reports and insights to influence and drive existing customers staying within Transport and the wide group.
- Coordinate the integration and opportunities of retention into new technologies to enhance easy and seamless customer and retailer retention journeys.
- Research competitors and industry trends to keep the business at the forefront of retention and best practice for serving and retaining our existing customers.
- Champion customer-centric thinking and challenge the status quo to drive continuous improvement.
- Raise awareness of retention with Transport and beyond, showcasing opportunities, insight, training and knowledge sharing across teams and partners.
- Travel to Retention suppliers, Dealers and a range of LBG offices on a regular basis to build relationships.
Requirements
- Experience with delivering customer retention initiatives in financial services or automotive sectors.
- Tried problem-solving abilities and strong analytical skills.
- Experience in motor finance or automotive environments.
- Ability to lead partners and inspire change.
- Understanding of B2B partnerships and dealer operations.
- Ability to work collaboratively across departments and with external partners and suppliers.
- Knowledge of technologies and regulatory frameworks.
- Desirable: Experience in marketing either B2B or B2C.
- Strong data visualisation and reporting skills.
- Awareness of compliance, data protection, and industry regulations.
Benefits
- A generous pension contribution of up to 15%
- An annual bonus award, subject to Group performance
- Share schemes including free shares
- Benefits you can adapt to your lifestyle, such as discounted shopping
- 30 days’ holiday, with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
Job title
Job type
Experience level
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Degree requirement
No Education Requirement
Location requirements
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