Company: Peninsula Employment Services Limited
Job Title: Vice President – Customer Solutions & Retention
Department: Executive
Location: Toronto, ON (5 days on-site)
Salary: $160,000 to $180,000 Depending on Experience
Type of Employment: Full-time Permanent
Hours of Work: 9:00am to 5:30pm
Working Days: Monday – Friday

ABOUT US

Peninsula Canada is proud to provide top-notch HR and OHS solutions, including expert advice on employment relations and health and safety, consultancy services, BrightHR Software, and the innovative Peninsula BrAIbox AI. We work with small and medium-sized businesses across British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Nova Scotia, New Brunswick, and Newfoundland and Labrador, with plans to expand across all provinces in the near future.
As part of the Peninsula Group based in Manchester, UK, we’re a global company with operations in the UK, Ireland, Australia, New Zealand, and most recently, Canada. With over 2,500 employees worldwide, Peninsula opened its first Canadian office in Toronto in September 2017 and has quickly become one of the fastest-growing businesses in the country.

WHAT YOU BRING TO THE TEAM

This is a high-visibility role, so you’ll need to be a strong leader who can communicate effectively and inspire at all levels of the company. As we continue to grow rapidly, we’re looking for someone who brings:

• Creative and innovative ideas to improve client retention and growth.
• A solid operational background with a proven track record of success.
• A “can-do” attitude, and the ability to think on your feet.
• Excellent time management skills, especially in a fast-paced environment.
• The ability to present complex information in a clear, concise manner to various audiences.
• A highly collaborative approach and a flexible mindset, especially under pressure.

JOB PURPOSE

The role is focused on developing, implementing, and enhancing strategies to support both client growth and retention across Peninsula Canada.

DAY-TO-DAY RESPONSIBILITIES

• Manage core metrics related to client retention and cancellation requests.
• Identify recurring trends, such as cancellations due to non-usage, and work to resolve the underlying causes.
• Oversee daily team operations, conducting regular individual and team reviews, identifying training needs, and ensuring that the team continuously improves service delivery.
• Review and assess client retention reasons, escalating key areas for improvement.
• Produce regular reports and dashboards for the Sales Director and Senior Leadership Teams to monitor retention performance.
  Note: This list is not exhaustive, and duties may evolve as the role develops to meet the company’s goals.

This is a high-visibility role, so you’ll need to be a strong leader who can communicate effectively and inspire at all levels of the company. As we continue to grow rapidly, we’re looking for someone who brings:

• Creative and innovative ideas to improve client retention and growth.
• A solid operational background with a proven track record of success.
• A “can-do” attitude, and the ability to think on your feet.
• Excellent time management skills, especially in a fast-paced environment.
• The ability to present complex information in a clear, concise manner to various audiences.
• A highly collaborative approach and a flexible mindset, especially under pressure