Head of Retentions

at  Vulcan Recruit

REQUIREMENTS

• Minimum qualification: Bachelor’s degree in Business, Marketing, or a relevant and related field.
• Minimum of 5 years of experience in a sales, account management, client retention, or client experience related role/s.
• Minimum of 2 years of experience in leading a sales and/or client facing team where client experience and sales targets was a key metric.
• Extensive knowledge of sales and account management principles and processes.
• Proficient in MS office and any CRM software (Salesforce would be highly advantageous).
• Experience in the financial services or SME funding industry is preferable.
• Knowledge of and experience in implementing client experience best practices and methodologies.

ABOUT THE ROLE

We are looking for a high performance, hands on, and results driven leader to lead and manage the performance of a team, ensuring that retention targets are achieved, client experience is managed, and client experience projects are effectively executed.
This role requires a strategic thinker with strong leadership skills and a passion for delivering outstanding client experience and deliver on sales targets.

RESPONSIBILITIES

• Set sales targets for the retention team and ensure execution and delivery .
• Work closely with other departments, including new business sales, marketing, and product development, to ensure a seamless client experience.
• Oversee the planning and execution of client experience projects – from operations to client facing initiatives to improve overall client satisfaction and engagement.
• Consistently achieve monthly, quarterly and annual growth, funded, revenue and other relevant performance targets.
• Manage the retentions pipeline tightly to meet and exceed monthly and quarterly sales targets within the pricing parameters set.
• Identify, address, and resolve concerns / queries within the business turn-around times required.
• Maintain high customer satisfaction ratings.
• Able to drive volume through the team with tenacity in a tough economic climate with business owners who are busy and have options.
• Manage your team to ensure that they achieve monthly targets in order to reach quarterly and yearly targets.
• Ensure that Salesforce is maintained, pipelines are being tightly managed, the sales process/SLAs are adhered to, client experience is managed, and that your team lives the Company values.
• Propose changes to processes or tech which impact the client or client experience or could enhance business performance.
• Analyse data related to sales, conversion ratios, turn-around times, competitor lost reasons, and other metrics in order to uncover areas for improvement and trends to be addressed by the department or business.
• Prepare regular reports of progress and forecasts to Exco.
• Implement ongoing hands-on upskilling within the team and build and retain talent.
• Work cohesively with a cross-functional team.
• Influence stakeholders, processes, and Salesforce builds to deliver on client experience objectives.