Head of Engagement and Client Retention

Job Description

Portfolio are proud to be exclusively representing our award-wining, HR Software provider based in the heart of Manchester, providing people solutions to over 50,000 clients worldwide. Our client is searching for a Head of Engagement and Retention to jointheir growing business and drive their customer and client experience performance.This is a busy role, so it would be beneficial if you have worked on multiple products at one time and are from a professional services/ shared services high volume background. You will work closely with senior leadership to improve the operational executionand client engagement and be confident in project managing large scale service transformation projects and report back to senior leadership teams on client journey and feedback.The Head of Engagement and Retention will be responsible for:

• Manage, monitor, and review the core metrics linked to client experience from on-boarding, service implementation, service follow up, ongoing client support, queries, client dissatisfaction and cancellation requests to ensure positive experience for allclients across the service offerings
• Identify non-usage and implementing effective processes to increase usage
• Liaise with our Sales and Service teams on any client issues and support in our online reputation.
• Review our client experience proposing and implementing enhancements to improve our digital engagement
• Monitor and review client dissatisfaction to improve and enhance the service in an efficient way.
• Support the management of the Client Experience working closely with the team leader
• Provide support and coaching on a daily basis
• Produce daily and weekly reports for Senior Directors
• To monitor and review the on-boarding process ensuring a positive experience for all new clients across our service offerings.
• To monitor and review all client experience interactions are dealt with professionally, courteously and in a timely manner with a root cause analysis undertaken
• To reduce client attrition and complaints levels, ensuring that all processes take into consideration the client experience and that it is the most efficient way of working
• To produce a weekly dashboard, highlighting SLAs adherence both with client experience and service delivery identifying any underlying operational or engagement challenges
• Utilising both automated and manual data to analyse and work with service managers/heads/directors to implement the necessary solutions to improve the client experience and reduce service issues or a lack of engagement in our services

To be considered for this opportunity it is essential that you have the following:

• A passion for work with clients in a service driven industry
• Excellent communication skills
• A "can-do" attitude with the ability to support, drive and motivate your team to achieve their best potential and performance overall
• Strong organisation and time management skills
• Excellent people management skills
• Ability to work in a fast-paced environment with a solutions-based approach
• A dynamic and flexible approach, as well as the ability to work under pressure
• Excellent interpersonal skills
• Excellent technical knowledge and customer service skills
• Ability to provide constructive feedback where required
• Excellent service issue / complaint resolution skills
• Contribution to business growth and service improvements

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