Customer Retention Manager

Instant Impact

Customer Retention Manager aiming to enhance customer satisfaction and reduce churn through proactive support and data analysis. Engaging with customers and internal teams to drive retention strategies.

Posted 7/8/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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
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
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
Maintain accurate and up-to-date customer information and data in CRM systems
Use customer data, feedback, and behavioural indicators to identify trends and risks
Contribute to the development of customer segmentation and prioritisation strategies
Proactively engage high-value or at-risk customers to spot churn risks early
Escalate and help resolve issues that may impact retention, working closely with internal teams
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
Work closely with internal teams to deliver joined-up customer management

Requirements

What you’ll need

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
Experience in customer operations environments
Experience using CRM systems to manage customer relationships and campaigns
Understanding of customer lifecycle management and retention strategies

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Instant Impact Website LinkedIn All Job Openings 51 - 200 employees Founded 2011 🎯 Recruiter 👥 HR Tech Recruitment
Consulting
HR Tech Instant Impact is a global talent solutions provider focused on helping mid-sized businesses navigate the complexities of recruiting top talent. With a variety of services including Recruitment Process Outsourcing (RPO), Modular RPO, and Executive Search, Instant Impact aims to simplify the hiring process, leverage cutting-edge technology, and provide expert consulting services to ensure that organizations can hire efficiently and effectively. The company prides itself on high client retention rates and a data-driven approach to recruitment, making it a trusted partner for growing companies looking to fulfill their talent needs. Customer Retention Manager Job not on LinkedIn 🔥 1 hour ago 🏢🏡 London – Hybrid ⏰ Full Time 🟡 Mid-level 🟠 Senior 🔄 Customer Retention Specialist Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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
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
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
Maintain accurate and up-to-date customer information and data in CRM systems
Use customer data, feedback, and behavioural indicators to identify trends and risks
Contribute to the development of customer segmentation and prioritisation strategies
Proactively engage high-value or at-risk customers to spot churn risks early
Escalate and help resolve issues that may impact retention, working closely with internal teams
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
Work closely with internal teams to deliver joined-up customer management 🎯 Requirements
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
Experience in customer operations environments
Experience using CRM systems to manage customer relationships and campaigns
Understanding of customer lifecycle management and retention strategies Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Customer Retention Manager 🕒 May 15 Hearst Health 1001 - 5000 ⚕️ Healthcare Insurance ☁️ SaaS 🏢 Enterprise Website LinkedIn All Job Openings Customer Retention Manager enhancing subscriber value and driving membership growth at Hearst UK. Overseeing lifecycle marketing strategies and managing contact centre performance for optimal customer retention. 🏢🏡 London – Hybrid 💵 £50k / year ⏰ Full Time 🟡 Mid-level 🟠 Senior 🔄 Customer Retention Specialist View More Customer Retention Specialist Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs

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Hard Skills & Tools

Customer Operations ExperienceData AnalysisCustomer Segmentation StrategiesOnboarding and Offboarding ProcessesProblem-Solving

Soft Skills

Relationship ManagementProactive MindsetOrganizational Skills