WHAT WE WILL OFFER YOU:

Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.
Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
Health & Wellness: Competitive health benefits right from the start including health & wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidential counseling, mental health support, and various resources to help you navigate life’s challenges.
Competitive Compensation: We offer a highly competitive salary package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
Flexibility: We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.
Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
Safety Focused: We care about you and have committed to a zero-harm workplace.
Reporting to the Vice President, Commercial Account Management, the Manager, Commercial Retention is responsible for managing a team of retention specialists, focusing on reducing customer churn within the Commercial client base. You bring a deep understanding of our customer retention strategies, sales process, process improvement, and data analysis to drive successful retention outcomes.

• Lead, mentor, and manage a team of commercial retention specialists.
• Foster a collaborative and high-performance team environment focused on customer retention and satisfaction.
• Develop and implement training programs to enhance team skills and knowledge.
• Create and oversee processes and metrics related to commercial customer retention, loyalty, and churn.
• Develop and execute strategic plans to reduce overall commercial attrition.
• Implement initiatives to enhance customer loyalty and satisfaction.
• Manage contract renewals and pricing for existing, assigned, commercial customers.
• Oversee inbound and outbound account management and customer support activities.
• Ensure timely and effective resolution of customer issues and inquiries.
• Analyze customer accounts and buying behavior to identify trends and opportunities for improvement.
• Develop and present regular reports on retention metrics and performance.
• Utilize data to make informed decisions and drive continuous improvement in retention efforts.
• Work closely with operations, service/delivery, and marketing to ensure alignment and support for retention initiatives.
• Provide feedback on solutions and improvements based on customer input.
• Continuously evaluate and improve retention processes and workflows.
• Implement best practices and innovative solutions to enhance efficiency and effectiveness.