Retention Manager

Relationship Executive Team Leader

Monday-Friday - þó EVENINGS OR WEEKENDS

We are looking for an experienced and driven Team Leader to support and develop a high‑performing Relationship Executive team. This is a hands‑on, fast‑paced role with a strong focus on retention, performance delivery, and exceeding client expectations.

You will play a key role in driving retention, identifying upsell and new business opportunities, and coaching the team to achieve business KPIs. The role also involves performance analysis, opportunity spotting, and ensuring excellent service standards across all client interactions.

• Lead, coach, and motivate the team to achieve individual and team performance targets
• Conduct regular quality checks and coaching sessions to drive consistent performance
• Set clear objectives and provide ongoing feedback through bi‑weekly 1:1s
• Support training, development, and new starter inductions
• Analyse performance data to identify trends, risks, and opportunities
• Collaborate with internal stakeholders on projects and ad hoc requests
• Support client and broker conversations around renewals, retention, and upsell
• Proactively resolve retention challenges and drive upgrades across the team

• High energy, commitment, and flexibility with a strong drive to succeed
• Commercial awareness and the ability to apply knowledge practically
• Strong communication skills, with the ability to adapt to different audiences
• Proven experience working to targets, KPIs, and service‑level agreements
• Strong organisational and multitasking skills
• Proficiency in Microsoft Office, including Word, PowerPoint, and advanced Excel

• Mid‑Senior level

• Full‑time

• Wellness and Fitness Services