Retention Manager

Retention & Customer Services Team Leader

An industry‑leading EAP and OH provider, also recognized by the Sunday Times as one of the Best Places to Work, is looking for a Retention & Customer Services Team Leader to join its growing business.

This is a hands‑on leadership role for someone who thrives in a fast‑paced, performance‑driven environment. You will take ownership of retention results, coach and develop a team of Relationship Executives, and personally step into high‑value client and broker conversations where it matters most.

Beyond people management, you will be responsible for driving performance, improving efficiencies, and identifying upsell and upgrade opportunities through a sales‑through‑service approach—all while setting the standard for service excellence.

• Leading, coaching, and motivating a team to exceed retention and revenue targets
• Setting clear performance expectations and delivering regular quality checks and coaching
• Running bi‑weekly 1:1s focused on development, performance, and results
• Supporting complex renewals, retention challenges, and client negotiations
• Identifying and converting upsell and upgrade opportunities
• Driving operational improvements and performance efficiencies
• Collaborating across the business to deliver outstanding client outcomes

• Has proven experience leading teams in retention, account management, or customer services
• Is commercially focused and confident in senior client conversations
• Enjoys coaching, developing, and holding people to high standards
• Thrives in a busy, target‑led environment
• Leads by example and drives results through others

You will be part of a fast‑growing, well‑backed organisation where performance is recognised and ambition is rewarded. Your work will directly impact thousands of organisations and millions of lives, delivering services that genuinely support employee wellbeing.

Backed by a global group with c.£500 m turnover and continued year‑on‑year growth, this is a genuine opportunity to build a long‑term leadership career with a market‑leading employer.

Interested? Apply now or message for a confidential conversation!

Mid‑Senior level

Full‑time

Customer Service, General Business, and Consulting

Location:

Manchester, England, United Kingdom