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Director of Retention

Cracking Recruitment - we speak travel...
Job LocationLowestoft
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Head of Retention - The UKs most prevalent and highly respected Staycation Travel brands This is a fantastic opportunity to join the UKs leading and most established staycation travel company. Specialising in cottage holiday lets, holiday parks and holiday lodges youll be joining this market leader at a pivotal point in time as they invest in their future, and continue to provide exceptional and industry leading service to their clients and holidaymakers. This role, at its very crux, is about maximising the lifetime value of the companys clients, and reducing attrition. Were looking for someone motivated and energetic, who can develop and lead a high performing team.The RoleWere looking for a strategic thinker, who lives and breathes all things commercial, whilst also bringing a passion for service. Youll motivate and manage a sales & account management retention team, and youll be responsible for leading a strategy of initiatives which will ensure that the company is seen as their clients service provider of choice. Youll do this through developing KPIs, insights, analysis and tools to improve retention of and communication with clients, offering a truly personalised service.What youll be doing

  • Youll be responsible for proactively managing our travel clients retention strategy for a number of their very well-known and established Travel & Tourism Brands; they dont just want to meet their retention targets, they want to smash them, and youll do this by using data and insights to understand the accounts that are at risk of leaving the business, and look at all commercial options available to retain them.
  • Youll lead their Retention team to drive high performance and a culture where the client is put at the heart of all decisions they make, including supporting efforts to enhance and develop their digital offering for clients.
  • This role will focus heavily on relationship management; youll be supporting colleagues internally and youll take responsibility for escalated conversations around commercial performance.
  • Youll be constantly looking at ways for the company to build and improve relationships with clients, particularly those who they see as being at risk of leaving them through data and feedback.
  • Youll also look at how their inventory is performing and, where a product is underperforming, look at how to proceed.
  • Youll be seeking feedback for clients to drive their strategy for reducing churn, and youll be given the freedom to identify and implement new tools and technologies which will enhance the clients experience.
  • Were looking for someone who is commercially savvy, as youll have targets within your area, and youll be looking at ways to deliver on (and exceed!) these within budget.
  • Youll present back on financial performance in high level presentations to key stakeholders, as well as preparing and managing your own department budgets.
  • Youll be there to identify opportunities which could deliver additional value for the companys clients and generate additional revenue, and youll be part of a team where your ideas are listened to, which is important as youll act as the voice of the client, ensuring theyre represented in all key strategic decisions.
    • Ideal candidates for this unique Head of Retention opportunity will possess:-
  • UK Travel & Tourism Trade experience, especially the UK Holiday market although candidates from other industry sectors will be seriously considered.
  • A solid understanding of client retention from within a B2B environment having ideally done so within a contact / call centre environment.
  • A data & analytically focussed mind, being comfortable with turning the numbers into business recommendations.
  • A drive and determination for achieving targets and that you thrive in a fast paced environment.
    • This leading travel business are offering a great salary and excellent benefits; theyre all about holidays, so they practise what they preach and offer some great travel discounts and a range of other perks too.Cracking Recruitment are working in very close partnership and on an exclusive basis with this leading travel business so for a more detailed and comprehensive understanding of this excellent opportunity as Head of Retention, and the business we are representing please contact us in the strictest of confidence by applying below.

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