Role Summary:

The Retentions Team Manager is responsible for leading, coaching, and developing the Retentions Executive team to deliver high performance, reduce churn, and strengthen customer loyalty. This role oversees daily retention operations, manages escalations, analyses churn behaviour, and drives strategic improvements to enhance customer experience and increase customer lifetime value.

You will act as a key link between frontline retention activity and senior leadership, ensuring the team meets targets, follows best practices, and continuously improves retention processes.

Reports to:   Group Head Portfolio Management

Working hours: 37.5 (Monday-Friday)
Working location: Hybrid (Hull)

Key Responsibilities:

Leadership & Team Management

-       Lead, coach, and develop a team of Retention specialists to achieve performance targets, enhance capability, and maintain high standards of customer service.

-       Conduct regular 1:1s, performance reviews, and development planning to support individual growth and team engagement.

-       Oversee workload allocation and resource planning to ensure optimal coverage across all SME cases.

-       Foster a culture of accountability, continuous improvement, and collaboration.

-       Support recruitment, onboarding, and training of new team members.

Customer Retention & Case Management

-       Provide oversight and guidance on complex or escalated retention cases, ensuring effective and timely resolution.

-       Support team members in customer conversations by offering expert advice, coaching, and hands‑on assistance where required.

-       Monitor cancellation trends and customer sentiment to identify emerging risks and inform strategic interventions.

-       Ensure all customer interactions uphold high standards of service, clarity, and professionalism.

Commercial Management

-       Own team‑level commercial performance including retention rate, upsell revenue, churn reduction, and customer lifetime value.

-       Guide and support team members in identifying commercial opportunities and positioning DNA Payments’ solutions effectively.

-       Monitor competitor activity and market changes; share insights with the wider business to support product, pricing, and sales strategy.

-       Support commercial negotiations for high‑value or high‑risk accounts.

Operational Excellence

-       Ensure the team adheres to internal policies, compliance requirements, and regulatory standards at all times.

-       Collaborate with cross‑functional teams (Customer Service, Sales, Implementations, Finance, Product) to improve retention‑related workflows and customer experience.

-       Analyse churn patterns, feedback, and process gaps to propose and implement improvements that reduce customer attrition.

-       Identify operational gaps and lead process improvement initiatives to enhance efficiency and scalability.

Performance, Reporting & Governance

-       Monitor team KPIs and performance metrics, ensuring targets are consistently met or exceeded.

-       Lead regular reporting cycles, providing insights on performance, risk, customer trends, and performance forecasts.

-       Ensure the integrity and accuracy of retention records and documentation in Salesforce to support operational visibility and decision‑making.

Present team performance updat