Job Description:

Head of Retention and Payments

€70-75k

This is an exceptional career opportunity to lead and develop the Customer Solutions, Retention and Payments teams ensuing exceptional customer service while maximising client retention and payments performance.

The successful candidate for this role will have significant experience with an operational / retention and customer solutions background working with senior leadership and cross-functional teams to improve retention and customer solutions.

Reporting to the COO the successful candidate will have experience of working within a customer solutions and retention team along with a strong understanding of payment collection.

The role will lead and support a team of 10 across Customer Solutions, Payments and Retention including a Team Lead.

What You'll Do

• Manage and monitor the core metrics linked to customer solutions including onboarding, service implementation, client queries and cancellation requests. Ensuring a positive client experience throughout the client journey.
• Take responsibility for the payment and collection process ensuring that aged debt clients are kept to a minimum.
• Ensure the teams work collaboratively together, ensuring a joined-up approach that delivers the best possible outcome for clients
• Daily team management, conducting regular individual and team reviews and identify training needs and ensure that training is subsequently undertaken, and service delivery improvements are made.
• Liaise with our Sales and Service Teams on any client issues and support in our online and brand reputation.
• Monitor and review client retention reasons to escalate and identify areas for improvement.
• Producing regular reports and dashboards to the COO and Senior Leadership teams on overall retention performance.

What you Bring to the Team

• New innovative ideas to improve client retention and customer care.
• A "can-do" attitude.
• Ability to work in a fast-paced environment with strong time management skills.
• The ability to present complex information in a clear and concise manner to a variety of audiences.
• Highly collaborative approach, with the ability to work in a fast-paced environment.
• Excellent People Management Skills.
• A dynamic and flexible approach, as well as the ability to work under pressure.

52072LSR1

INDSIRE

The Portfolio Group are acting on behalf of our client in recruiting for this position.