Customer Growth and Retention Manager

Customer Growth and Retention Manager Reports to: Operations Director Expected OTE: £30,000-£40,000+, with further earning potential as the customer base grows The Role We are looking for a commercially minded Customer Growth and Retention Manager to take ownership of our existing customer portfolio. We currently have approximately 900 active customers. This role is about making sure those customers stay with us, feel valued, continue to use us and, wherever possible, grow their business with us. This is not a traditional customer service or new-business sales role. Our Customer Service team will continue to handle day-to-day operational needs. The Customer Growth and Retention Manager will take a proactive, commercial approach, building relationships, identifying increases or declines in activity, spotting growth opportunities and recognising retention risks before they become problems. You will own the existing customer portfolio, working closely with the Operations Director and wider team to protect and grow its value. Key Responsibilities Your responsibilities will include: Proactively managing relationships across approximately 900 active customers. Making regular outbound calls to understand how customers are performing and how we can support them. Monitoring customer shipping activity, spend, revenue and profitability. Identifying customers who are downtrading and understanding why. Spotting opportunities to increase activity, spend and profitability. Identifying ..... full job details .....