Permanent - Client Retention Manager - Johannesburg (Incl. Northern Suburbs) - South Africa

The Client Retention Manager is responsible for identifying, understanding, and proactively addressing the factors that drive customer churn. This role involves analysing client behavior and feedback, developing targeted strategies to retain at-risk clients, and working collaboratively with cross-functional teams to enhance the overall customer experience. The ideal candidate has strong analytical and communication skills and is highly driven to maintain and grow long-term customer relationships.

Analyse and Understand Attrition

• Collect, interpret, and present data regarding client behaviours, dissatisfaction drivers, competitor actions, and changing customer needs.
• Conduct regular reviews of churn metrics, feedback surveys, and relevant market insights to pinpoint causes of attrition.

Develop and Implement Retention Strategies

• Design targeted programs, campaigns, and incentives aimed at retaining at-risk clients.
• Collaborate with marketing, product, and service teams to improve offerings and deliver a compelling value proposition to customers.

Monitor and Evaluate Performance

• Track key metrics such as churn rate, renewal rate, customer satisfaction scores, and Net Promoter Score (NPS).
• Analyse the effectiveness of retention initiatives and adjust strategies based on data-driven insights and performance outcomes.

Predict and Prevent Attrition

• Employ data analysis, predictive modelling, to identify early signs of dissatisfaction.
• Work proactively with customer-facing teams to address issues before they escalate and build processes to mitigate risk.

Enhance Customer Relationships

• Serve as a customer advocate, ensuring that clients receive timely, high-quality support and service.
• Develop feedback loops and communication channels that foster trust and deliver continuous improvements in the customer journey.

Cross-Functional Collaboration

• Partner closely with Sales, Marketing, Product, and Support teams to maintain a holistic view of the customer.
• Facilitate internal communication to address client needs promptly and effectively.

Qualifications & Experience

• Education: Bachelor's degree in business administration, Marketing, Communications, or a related field (or equivalent work experience).
• Experience:
• 3+ years of experience in Customer Retention, Account Management, or a related client-facing role.
• Proven track record of successfully developing and implementing client retention programs.
• Familiarity with CRM systems and data analytics tools.
• Industry Knowledge: Understanding of the company's product/service offerings, market landscape, and competitor strategies is a plus.

Additional Characteristics

• Leadership: Capable of leading cross-functional initiatives and inspiring teamwork around client-centric objectives.
• Adaptability: Open-minded and flexible to handle changing priorities, customer demands, and market conditions.
• Result-Oriented: Driven by metrics and a desire to continuously improve client retention rates.
• Empathy: Demonstrates a genuine concern for customer satistaction and a willingness to go the extra mile.

Key Skills & Competencies

Analytical Skills

• Ability to gather, interpret, and make strategic decisions based on large data sets.
• Proficiency in data analysis tools (e.g., Excel, CRM software, BI tools) and strong attention to detail.

Strategic Thinking

• Skilled at devising and executing strategies that address root causes of attrition.
• Capacity to balance immediate problem-solving with long-term initiatives for sustainable improvement.

Communication & Interpersonal Skills

• Excellent written and verbal communication, with the ability to influence and negotiate with both clients and internal stakeholders.
• Effective at building relationships and creating a positive rapport with customers and colleagues alike.
• Consistently prioritizes the customer's perspective and needs in decision-making.
• Maintains a client-centric mindset when collaborating with internal teams to resolve issues or develop new solutions.