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B2B Customer Service Manager

Duval Associates

Manchester

On-site

GBP 30,000 - 50,000

14 days ago

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An established industry player is seeking a passionate Retentions Team Manager to lead a dynamic team of account managers in a fast-paced B2B environment. This role offers the opportunity to develop your team while leveraging strong data analysis skills to drive client retention and satisfaction. With a focus on coaching and individual performance, you will ensure your team meets their targets and overcomes challenges effectively. Join a market leader in mental health solutions and enjoy fantastic benefits, including a generous holiday allowance and a supportive work environment that values your contributions.

Excellent holiday allowance (34 days)

Achievable bonus structure

Supportive team environment

Office hours 8.45-5.45

Strong man-manager with analytical and organizational skills.
Experience in B2B customer relations and commercial acumen.

Manage and develop a team of 17 account managers.
Conduct quality checks and coaching sessions weekly.
Drive upgrades and upsell opportunities.

Team Management

Data Analysis

Stakeholder Management

Customer Service

Problem Solving

Coaching and Development

Retentions Team Manager - Renewals Contracts (B2B)
Manage, lead and develop a team of 17 account managers in a B2B business service.
A Times top 100 company and market leader in EAP / mental health solutions for UK Business.
We are looking for a strong man-manager, analytical and very organised. Someone who enjoys working with B2B customers with experience and commercial acumen.

Negotiable Basic Salary with a very achievable bonus structure (GBP20,000)! Fantastic benefits, excellent holiday allowance (34 days), 8.45-5.45 office hours.
Manchester City Centre office based in a fast-paced environment! Great team!

What we are looking for: Passion for coaching and development of your team, strong data analysis and reporting skills, stakeholder management, great customer service, resilience, and problem solving.

You will report into the Associate Director of Retentions and manage a team of 17, including 5 junior account managers and 12 senior account managers. Coach and develop your team. Analyse the data and provide reports. Take this team to the next level!

The Role:

Manage, coach, mentor and motivate your team, giving them the support they need to perform their very best
Provide clear individual targets
Conduct 3-5 quality checks and coaching sessions per person on each core process weekly to ensure a timely renewal process
Ensure all work in the team is carried out within the relevant SLAs
Bring any training and development needs to the attention of the Director
Conduct bi-weekly one-to-ones with the team to ensure they are fully supported, updated, and monitored
Support with client meetings if requested, helping achieve business goals
Problem solve and successfully overcome client retention challenges
Drive upgrades and upsell opportunities throughout the team.

Fantastic team management role for someone passionate about data and people. Applications to Jess at Duval!

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