Head Of Retention, Customer Solutions and Payments
Office Based – Dublin
Job Purpose
To lead and develop the Customer Solutions, Retention and Payments teams ensuing exceptional customer service while maximising client retention and payments performance.
Job Overview
The successful candidate for this role will have significant experience with an operational / retention and customer solutions background working with senior leadership and cross-functional teams to improve retention and customer solutions.
Reporting to the COO the successful candidate will have experience of working within a customer solutions and retention team along with a strong understanding of payment collection. They will be confident to project manage large volumes of retention successes, as well as being able to identify insights that can help develop future client growth and manage the client journey.
The role will lead and support a team of 10 across Customer Solutions, Payments and Retention including a Team Lead.
Day-to-Day Responsibilities
· Manage and monitor the core metrics linked to customer solutions including onboarding, service implementation, client queries and cancellation requests. Ensuring a positive client experience throughout the client journey.
· Identifying recurring trends, for example, non-usage cancellation requests and implement effective processes to increase client engagement.
· Take responsibility for the payment and collection process ensuring that aged debt clients are kept to a minimum.
· Ensure the teams work collaboratively together, ensuring a joined-up approach that delivers the best possible outcome for clients
· Daily team management, conducting regular individual and team reviews and identify training needs and ensure that training is subsequently undertaken, and service delivery improvements are made.
· Liaise with our Sales and Service Teams on any client issues and support in our online and brand reputation.
· Monitor and review client retention reasons to escalate and identify areas for improvement.
· Utilise all data to analyse and work with service management team to implement any solutions to improve the client experience and reduce lack or engagement or service issues.
· Closely work with our Payments Team to ensure that any “at risk” clients are identified and any issues are resolved promptly.
· Producing regular reports and dashboards to the COO and Senior Leadership teams on overall retention performance.
The above is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the Group.
Job Goals and Metrics
· To ensure that client retention is maintained at a minimum agreed figure.
· To monitor and review all on-boarding processes ensuring a positive experience for all new clients with a focus on same day on boarding.
· To ensure client requests are responded to within 24 hrs.
· Individual and overall, Team performance is regularly monitored.
· To monitor and review client retention interactions to ensure they are dealt with professionally, courteously and in a timely manner with a root cause analysis undertaken.
· To produce dashboards and reports, highlighting retention figures and client care, SLA adherence, particularly in preparation for the biannual board meetings.
What you Bring to the Team
This position has a high level of visibility across the organisation, and you will need to be a strong leader who is able to communicate clearly and compellingly at all levels of the company. You will be joining a high growth business and as such we are looking for.
· New innovative ideas to improve client retention and customer care.
· A “can-do” attitude.
· Ability to work in a fast-paced environment with strong time management skills.
· The ability to present complex information in a clear and concise manner to a variety of audiences.
· Highly collaborative approach, with the ability to work in a fast-paced environment.
· Excellent People Management Skills.
· A dynamic and flexible approach, as well as the ability to work under pressure.
Pay: Up to €75,000.00 per year
Work Location: In person
