Customer Retention Manager

3 days ago

New Zealand Rentokil Full time

**About Us**

Rentokil Initial provides services that protect people and enhance lives such as pest control, plants and washroom hygiene. Our colleagues are experts in their fields. They are the Rentokil Initial brand and deliver our high-quality services to customers on their premises or in their homes.

**About the Role**

The **Customer Retention Manager** is to enhance the relationship between the Customer and Rentokil Initial for the key purpose of protecting the existing portfolio by identifying and dealing with any issues which may be detrimental to this relationship.

This role grows and sustains the Account Managers Portfolio by identifying opportunities for adding business to the existing portfolio and exploring sales opportunities through lead recommendations that protect the customer’s loyalty
- Operate as the lead point of contact for any and all issues, concerns and matters raised internally and externally that are specific to customers.
- Handling customers in jeopardy effectively in conjunction with Sales, Operations and Business Management, to maximise portfolio retention.
- Resolve problems aligned to complaint resolution and customer in jeopardy procedures by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; and escalating unresolved problems.
- Identify “contracts in jeopardy” through ongoing collaborative contact with the Territory Manager and customers to take all reasonable action necessary to remove the contract out of jeopardy and where possible resign. contact with customers and take all reasonable action necessary to take the contract out of jeopardy and where possible resign.
- Respond to customer issues and enquiries within the expected time frame.
- Build and maintain strong, long-lasting customer relationships.
- Negotiate contracts and close agreements to maximize profit.
- Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors.

**About You**

To be successful you will have the ability to build a strong working relationship with your manager through your technical expertise, integrity and by being a motivated self-starter. You will also have the following:

- Previous experience in a customer retention role. Proven track record of increasing retention.
- Proven experience to lead a team by communicating, guiding and coaching to drive individual and company success.
- Strategic thinking with the big picture in mind along with commercial acumen.
- Demonstrated experience in developing and maintaining collaborative relationships with key customers as well as internal stakeholders.
- Proven planning and time management skills.
- Operational minded
- Ability to collaborate with the sales team with planning, risks, resolving issues and retain.

Our people are the energy behind the success of our business and make a difference in our business every day.

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