Senior Manager Client Retention & Growth

Our client in the Facilities Management is looking for a Senior Manager Client Retention and Growth to join their dynamic team. If you meet the below requirements, do not hesitate to submit your CV for consideration.

Scope of Work:

Strategic leadership

- Drive and deliver on the growth and retention and
monetisation strategy, success aligned to both the BFM Customer Success ‘growth
and retention’ strategy, and the Market sector strategy
- Ideate, design and run experiments to quantify the expected
impact of proposed growth initiatives before formally launching them across the
existing customer base
- Define the overall retention management strategic direction
for all different areas of churn management, which include voluntary churn,
involuntary churn, and nuisance churn.
- Develop and maintain strong relationships with existing
clients. Regularly meet with clients to understand their needs, concerns, and
feedback.
- Act as the primary point of contact for clients, ensuring
their satisfaction and addressing any issues promptly
- Stay informed about market trends, competitor activities,
and best practices in client retention and growth. Conduct regular market
research to identify opportunities and threats.

Operational Leadership – Sales

- Define the operational execution regarding retention
management leveraging execution through other departments as well as direct
execution to improve service delivery and ensure clients remain satisfied.
- Work with operations to, share new ideas, experiments and
successes - to support our ‘retention and growth’ principles
- Contribute to the establishment of the lagging and leading
indicators to report on the success of our retention and monetisation strategy
- and confidently present impact and insights to key stakeholders and
leadership
- Contribute to the development of business cases for tech
and resource investment to accelerate the upsell/cross sell opportunities to
accelerate retention
- Resolve any client complaints or issues promptly
to maintain a positive relationship. Conduct regular reviews and site visits to
understand the client’s evolving needs and ensure high-quality service
Growth and Expansion

- Identify opportunities for upselling and cross-selling
additional services or solutions. Work with internal teams to develop proposals
for expanding service offerings or adding new services to existing contracts
- Collaborate with the sales team to identify new business
opportunities and ensure a smooth handover of new accounts.
- Support the sales
process by providing insights into client needs and helping tailor proposals
- Promote and manage the implementation of new services or
innovations that will benefit the client
- Oversee the renewal of contracts and ensure that they are
in line with client expectations and company capabilities. Negotiate terms for
contract extensions or renewals, focusing on creating win-win scenarios for
both parties

Data Analytics & Reporting:

- Monitor client satisfaction and service performance using
key performance indicators (KPIs). Prepare and present client reports on
service delivery and satisfaction
- Use client feedback and performance metrics to inform
strategies for improvement and growth

Reporting & Surveys:

- Provide a comprehensive retention and growth report
incorporating the relevant metrics including but not limited to market share,
customer, and segment penetration, promotional and advertising ROI (where
applicable), and channel effectiveness, on a monthly and quarterly basis and
for the board pack
- Bi-annual customer surveys assessing client and customer
satisfaction levels

Requirements

- Bachelor's degree in Business Administration, Sales, Marketing, or related field.
- Advantageous: MBA
- Valid Drivers License
- Proven record of leadership and managing a sales division with a proven track record of success in sales leadership roles with a minimum of 5 years of experience in a similar capacity
- Experience in client management, retention or a customer-facing role, particularly in facilities management or related industries
- Familiarity with the FM sector's standards and service delivery models.
- Strong sales knowledge (ideally in the FM services or services sector), excellent communication, negotiation, and interpersonal skills with the ability to build rapport and establish credibility with clients and team members,
- Proficiency in CRM systems, sales analytics tools, MS Word, MS PowerPoint, MS Excel, MS Outlook (advanced skill level).