Customer Retention Manager

Job Description

We are looking for a Customer Retention Manager to join our Growth Markets – EBE Retention team within GTM. Reporting into the Sales Manager, you will take ownership of customers who are at risk, have stopped using the product, or have expressed an intent to cancel. Your primary objective is to protect and retain revenue, re‑establish product usage, and secure renewals by demonstrating ongoing value from Experian’s solutions. 

You will build strong client relationships, negotiating favourable contract terms, and influencing client decision-making to drive positive business outcomes. You will engage with clients who wish to cancel, addressing their concerns and presenting tailored solutions to retain their business.

Qualifications

• Experience in customer retention, particularly with SME clients, account management, or a similar role in the B2B software industry.
• Demonstrate achievement of retention targets and forecasting.
• Track record of achieving retention, renewal, or revenue protection targets rather than pure new‑business sales. 
• Strong commercial negotiation skills with the ability to influence outcomes while maintaining long‑term customer relationships.
• Tailor communication style to suit a diverse audience, building partnerships and conveying complex information clearly.
• Demonstrate a data-driven approach to decision-making and address client concerns and present tailored solutions.
• Experience collaborating effectively, aligning client needs with our goals to achieve mutually beneficial outcomes.
• Work with cross-functional teams to achieve common goals.

Additional Information

Benefits package includes:

• Hybrid working - 40% office based
• Great compensation package and core benefits include Bupa and Uncapped Commission
• 25 days annual leave with 8 bank holidays and 3 volunteering days. You can purchase additional annual leave.

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

Grade: E/EB9

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