Retention & Client Care Manager

2 weeks ago

Toronto, Canada Peninsula Canada Full time

**Company**:Peninsula Employment Services Limited

**Job Title**:Retention & Client Care Manager

**Department**: Client Experience & Retention

**Location**:Toronto, ON (office-based)

**Salary**:$70-80,000 per annum, DOE, plus a $5,000 QB based on targets

**Type of Employment**: Full Time/Permanent

**Hours of Work**: 37.5/week

**Working Days**: Monday - Friday

**The Opportunity**

This is a once in a career opportunity for an exceptional Leader to join a truly **Sales & Service Led **business, the industry defining HR and OHS provider, Peninsula Canada. With an unrivalled track record of incredibly strong year on year growth of its subscription model business, Peninsula Canada supports SMBs throughout Canada. Part of the global Peninsula Group, with 14 companies and a group turnover in excess of $650m, there is substantial financial backing for further expansion, acquisition and international development. This represents an unparalleled career advancement opportunity for the exceptional individual.

**The Role**

You will take responsibility for a growing and developing team of 14 retention and client experience specialists, driving our retention sales performance, customer engagement and operational strength. You will work closely with both our sales and service teams to ensure an exceptional experience for our clients, resulting in them renewing this must-have service.

**Day-to-Day Duties and Responsibilities**
- To be a strong, motivated and hands on leader who can drive Retention Performance and remains close to the detail of all key sales metrics.
- Review and coach a team of inside sales colleagues.
- Conduct regular 121s with your team.
- Manage, monitor and review the core metrics linked to client experience from on-boarding, service implementation, service follow up, ongoing client support, queries, client dissatisfaction and cancellation requests to ensure positive experience for all clients across the service offerings.
- Identify non-usage and implementing effective processes to increase usage.
- Review our client experience proposing and implementing enhancements to improve our digital engagement
- Monitor and review client dissatisfaction to improve and enhance the service in an efficient way.
- Produce daily and weekly reports to the Executive team.
- Monitor and review the on-boarding process ensuring a positive experience for all new clients across our service offerings.
- Monitor and review all client experience interactions are dealt with professionally, courteously and in a timely manner with a root cause analysis undertaken.
- Reduce client attrition and complaints levels, ensuring that all processes take into consideration the client experience and that it is the most efficient way of working.
- To produce a weekly dashboard, highlighting SLA's adherence both with client experience and service delivery identifying any underlying operational or engagement challenges.
- Utilizing both automated and manual data to analyse and work with service heads/directors to implement the necessary solutions to improve the client experience and reduce service issues or a lack of engagement in our services.

**What you bring to the team**
- A proven track record of managing, driving and motivating a team to hit targets
- Outgoing personality, with strong organisational skills and a tenacious nature
- Professional and intelligent approach to work
- Good business acumen, articulate, able to manage themselves
- Ambitious with the determination to succeed
- Strong organisational skills, with the ability to multi-task and manage and monitor process and sales pipeline
- Highly numerate with the ability to quickly understand the key figures that impact performance and profitability
- A strong communicator who can inspire their people and influence and engage confidently and concisely at board level
- An ability to work in a fast paced, entrepreneurial environment and can adapt quickly to change

**Why Work for Peninsula?**

Peninsula has been voted one of the best companies to work for by the Glassdoor Awards. Peninsula is a highly motivated enterprise that promotes an entrepreneurial culture.
- 15 days' vacation
- Vacation Days increase after 2- and 5-years' service.
- Day off on your birthday
- Enhanced Benefits with Health and Dental Coverage
- Access to Employee Assistance Programme
- Registered Retirement Savings Plan (RRSP) Matching Program
- Free breakfast every Monday and social sessions on the last Friday of the month with free food and drink
- Company incentives
- Downtown Location (Right next to Union Station)

**#SuccessStartsHere

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