Customer Retention Manager

**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 Arch 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
• Handle lower-level issues raised by neighbours, nearby residents, or other non-customers, escalating more serious or legal matters to the appropriate team
• 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 requirements and timescales to set expectations

Customer Hub and self-service adoption

• Drive adoption of the Customer Hub and self-service tools, helping customers use available digital services confidently
• Encourage digital-first handling of routine requests to improve speed, consistency, and customer experience

**Customer insight and data

**

• Maintain accurate and up-to-date customer information and data in CRM systems to support retention activity and effective use of the Customer Hub
• Use customer data, feedback, and behavioural indicators (e.g. cases, satisfaction, arrears) to identify trends and risks
• Contribute to the development of customer segmentation (e.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.
• Escalate and help resolve issues that may impact retention, working closely with internal teams

Customer experience improvement

• Gather and share customer insight to help improve products, services, and processes
• Identify recurring issues and work with internal teams to drive continuous improvement
• Support initiatives that enhance customer satisfaction and retention outcomes

Collaboration

• Work closely with Internal teams to deliver joined-up customer management
• Feed retention opportunities and risks into relevant teams (e.g. growth opportunities into Enquiries/Leasing)

Key outcomes / measures of success

• Improved customer retention rates and reduced churn
• Increased customer satisfaction (e.g. NPS / OSAT)
• Higher engagement with Customer Hub and digital services
• Effective identification and management of at-risk customers
• Strong quality and completeness of customer data

Essential

• Strong relationship management skills with a customer-first mindset
• Proven ability to identify and manage customer risk and retention opportunities
• Excellent communication skills, both written and verbal
• Ability to work with data and insights to inform decisions
• Proactive and organised, with strong problem-solving skills

Desirable

• Experience in property, leasing, or customer operations environments
• Experience using CRM systems to manage customer relationships and campaigns
• Understanding of customer lifecycle management and retention strategies

Ways of working / behaviours

• Customer-focused: puts customer outcomes at the centre of decisions
• Proactive: identifies issues early and takes action
• Collaborative: works effectively across teams to solve problems
• Data-led: uses insight to prioritise activity and improve outcomes
• Practical and solution-oriented: focuses on what will make the biggest difference