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:
o Product retention (inbound and outbound).
o Renewals of PayPoint products and services.
o Efficiencies via Salesforce.
o 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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