QUALIFICATIONS AND EXPERIENCE

• Extensive experience in client retention, sales, or business development with a focus on long-term relationship management.
• Strong communication and presentation skills, with a proven ability to influence clients and build lasting relationships.
• Self-motivated with the ability to drive retention efforts and meet challenging targets.
• Highly organised, with the ability to manage multiple client relationships and priorities effectively.
• Proficient in IT tools, including CRM systems.
• Demonstrates impeccable integrity, professionalism, and ethical behaviour in all client interactions.
  The Client Retention Director will play a pivotal role in ensuring long-term client satisfaction, loyalty, and growth within the Physical Security sector, driving both retention and business development strategies to achieve sustained success.

MAIN PURPOSE OF ROLE

The Client Retention Director will be responsible for overseeing and driving the company’s client retention strategies within the Physical Security sector across the UK. By cultivating and maintaining strong, long-term relationships with existing clients, the role aims to ensure high customer satisfaction, promote repeat business, and maximise client lifetime value across key industries, including but not limited to Corporate Accounts, Tech, Media & Telecoms, Manufacturing, Education, Retail, Maritime and Aviation, Logistics and Distriubution and Critical National Infrastructure.

KEY DUTIES AND RESPONSIBILITIES

• Lead and Strengthen Client Relationships: Actively manage and enhance relationships with key existing clients to build long-term trust and ensure ongoing satisfaction.
• Drive Client Retention Strategies: Develop, implement, and refine tailored retention strategies that prioritise client loyalty and continuous engagement, leading to repeat business and referrals.
• Identify New Opportunities within Existing Accounts: Consistently identify growth opportunities by understanding client needs, presenting additional services, and ensuring the client’s evolving requirements are met.
• Work in Partnership with Operations Teams: Collaborate with internal teams to ensure clients receive top-tier service, high-quality solutions, and timely support, ensuring their continued satisfaction and loyalty.
• Lead Negotiations and Contract Renewals: Cultivate strong relationships to facilitate smooth negotiations and renewals of existing contracts, ensuring mutually beneficial terms and outcomes.
• Maintain Accurate Client Data: Ensure all client information, business development activities, and interactions are accurately recorded on Salesforce to support efficient retention and growth efforts.
• Regular Client Reporting and Updates: Provide consistent updates to the leadership team on client status, retention metrics, and any new opportunities within existing accounts.
• Collaborate with Internal Stakeholders: Work closely with the Business Development Director, Commercial team, and other departments to align retention strategies with broader company objectives and ensure seamless execution.
• Showcase the Company’s Value Proposition: Promote the company’s expertise and success stories to reinforce its value in clients’ eyes, using case studies and success narratives to strengthen relationships.
• Contribute to Strategic Planning: Offer valuable insights to the business planning process, including recommendations on client-focused strategies and emerging market opportunities.