Job Detail

Retention Specialist

• Field: Customer Services
• Deadline: 2026-01-25 12:01
• Manchester, Greater Manchester

Retention Specialist- Relationship Management Team

Manchester | Full-Time | Office-Based with Occasional Client Visits

Are you a natural relationship builder who thrives on turning client interactions into long-term partnerships? Do you take pride in delivering exceptional service, solving problems with confidence, and keeping customers loyal year after year? If you're driven, people-focused, and passionate about retention, this is your chance to step into a role with real influence, impact, and career potential.

THE OPPORTUNITY

This is a career-defining opportunity for an exceptional Retention Specialist to join the rapidly expanding Relationship Management Team at our city centre-based client- an industry-leading EAP & Occupational Health provider and a proud Sunday Times 'Best Places to Work' organisation.

With over 85,000 organisations and 11 million lives supported across the UK & Ireland, they are a business with unmatched financial strength, ambitious expansion plans, and a reputation for excellence. For the right individual, this role offers extraordinary scope for career growth, impact, and progression.

THE ROLE

As a Retention Specialist, your goal is simple: keep your clients delighted, engaged, and renewing year after year.

In this highly rewarding role, you will build strong relationships, demonstrate undeniable return on investment for clients, and act as a trusted consultant to your portfolio of clients. You will protect revenue, uncover new opportunities, negotiate renewals, and handle termination requests with confidence, empathy, and creativity-turning challenges into long-term loyalty.

This is an office-based role using telephone, video and email, with occasional face-to-face client visits where required.

WHAT YOU'LL BE DOING

Managing a diverse portfolio of clients, ensuring strong engagement and satisfaction.
Delivering proactive relationship management to achieve retention KPIs and renewal targets.
Negotiating renewals with a goal of achieving 95%+ retention.
Supporting new client implementations and ensuring seamless onboarding.
Providing consultancy on product options, specialist services, and best practice usage.
Identifying upsell opportunities and promoting additional solutions.
Monitoring market changes and feeding insights back to senior leadership.
Maintaining exceptional customer service and supporting the sales and bid teams.
Keeping daily renewal statistics, flagging risks, and reporting weekly activity and progress.

WHAT YOU BRING TO THE TEAM

Highly organised with excellent attention to detail and consistency.
Experience in retention or client management roles, with the energy and resilience to thrive.
Strong written and verbal communication skills that adapt to any audience.
Confident across Microsoft Office (Excel, Word, PowerPoint).
Ability to multitask, prioritise, and manage a busy portfolio efficiently.
Target-driven mindset-comfortable working towards KPIs, calls, meetings, and retention goals.
Enthusiasm, flexibility, and a passion for supporting client success.

WHY YOU'LL LOVE WORKING THERE

Our client takes care of their people-personally, professionally, and financially. Benefits include:

25 days' holiday plus bank holidays
Your birthday off every year
Health cash plan for you (and your children)
Increasing holidays with service
Contractual sick pay
Private medical insurance (after 5 years)
Pension & Life Insurance, with increased contributions over time
Christmas bonus (after 3 years)
Profit share scheme
Season ticket loan & Cycle to Work scheme
Discounts, incentives and reward schemes
Monthly social events with free food & drinks - Fab Friday!
Free 24/7 onsite gym

READY TO TAKE THE NEXT STEP?

If you're a confident relationship builder with a passion for client success and a talent for turning conversations into long-term partnerships, this is your opportunity to shine in one of the UK's most trusted and award-winning wellbeing organisations.

Our client is holding a Recruitment Day on Tuesday 9th December, apply now and build an exciting future.

50747BGR

INDMANJ