Customer Retention Manager YOU WILL NOT BE EMPLOYED BY INSTANT IMPACT, THIS ROLE IS BEING ADVERTISED ON BEHALF OF A CUSTOMER. Role purpose The Customer Retention Manager is responsible for dealing with day-to-day customer support requests to improve customer satisfaction, promote self-service digital tools, identify growth opportunities and proactively reduce churn across the company’s customer base. This role plays a key part in delivering a more proactive, insight-led retention strategy and in improving the collection and use of customer data and CRM tools to identify risks early, resolve issues, and create opportunities for growth.

Key Responsibilities

Customer service and issue resolution Serve as a key contact for customer queries or requests, resolving matters promptly and escalating more complex

Requirements

when needed Carry out proactive check-ins with customers to monitor satisfaction, identify risks, and spot growth opportunities Share customer experience insights internally to support continuous improvement Onboarding and offboarding Deliver a smooth onboarding experience, ensuring customers are set up for success from day one Manage offboarding processes where needed, with clear communication on

g. high value, at risk, growth) and prioritisation strategies Retention and churn management Proactively engage high-value or at-risk customers to spot churn risks early and enable timely action to improve outcomes. g.