Sales Retention Manager

Job Type: Permanent

Location: Isle of Man

General Description:
As a Sales Retention Manager you will be part of the overall sales team; to increase customer loyalty and retain business. The role involves building relationships with our UK contractor client base.

By offering a first class service you will assist clients in making the right decisions with regards to their accounts, solve any business or technical challenges that they may face in order to retain their business and ensure they continue to use our services. The ultimate aim is to optimise client tenure and increase overall revenue.

You will also be provided with a portfolio of historic clients to try and entice them to use our services again by pitching products based on client needs and letting them know about our current offers. This will be done in a professional, consultative and compliant manner.

The Candidate:
Experience within the UK contractor payroll service is preferred but not essential. The candidate must be able to demonstrate strong customer service experience as this will be key to success as a Retention Manager. The ideal candidate will have a clear hunger for success, uphold excellent communication and interpersonal skills with good telephone etiquette, be very self-motivated and customer focused. This role is key to our ongoing growth and expansion and is targeted accordingly.

Having a thorough understanding of the products, offering excellent customer service & the ability to generate sales opportunities confidently will be key to succeeding in this position.

The successful candidate would need to maintain excellent working relationship with the other divisions within the company to ensure an outstanding level of service for clients.  

Key Responsibilities:
• Understand how to nurture customer relationships and win back business that has left
• Understand the customer needs, develop ideas and plans to ensure clients are retain and satisfied with the service
• Highlight benefits of our generous referral scheme to generate sales opportunities
• Resolve customer complaints quickly and effectively, with root cause analysis completed thereafter to put preventative measures in place
• Achieving set targets and KPIs
• Weekly reporting on achievements and contact strategy activity
• Providing information of our service offering in a consultative, legal and compliant manner
• Support the client services team to ensure any matters related to retention and sales are communicated and resolved efficiently and in a timely manner
• Continuous personal development in order to ensure an up-to-date knowledge of relevant legislation relating to the service offering

Skills & Experience:
• Proven experience and success within customer service and sales is essential
• Experience within the payroll, agency and contractor industry is preferable
• Strong verbal and written communication skills
• Highly organised
• Self-motivated
• Objection handling
• Complaint resolution
• The ability to explain complex information clearly and simply
• Good sales and negotiation skills
• An interest in financial products and markets
• Good mathematical and computer skills
• Plenty of drive, initiative and motivation
• Attention to detail

Personal Characteristics:
• Calm under pressure
• Highly Proactive
• Willingness to take ownership and push to get things done
• Ability to prioritise own workloads
• Excellent communicator

Package:
• Salary dependant on experience
 

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