2 дня назад
Head of Retentions (Telematics)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Head of Retentions (Telematics): Leading a 23-person retention, resolution, billing disputes, administration, and complaints function to improve customer retention, reduce churn, and maximise revenue recovery with an accent on customer insight, operational performance, and cross-functional collaboration. Focus on analysing attrition data, designing retention initiatives, improving first-time resolution, and building reporting frameworks that drive continuous improvement.
Location: Crewe, England, United Kingdom; office-based full-time role
Company
is a global business services company providing sustainable mobility, connectivity, telematics, and technology solutions across 19 countries.
What you will do
- Lead, coach, and develop a 23-person function through seven direct reports.
- Set retention strategies to reduce cancellations, improve customer value, and lower churn.
- Oversee complaints, billing disputes, administration, and payment resolution within agreed service levels.
- Analyse churn, stopped device activity, attrition, CRM, and operational data to identify root causes and trends.
- Build reporting frameworks and management information to support customer-focused business decisions.
- Partner with Sales, Account Management, Operations, Finance, Customer Service, and senior stakeholders to implement process improvements.
Requirements
- Proven leadership experience in retention, customer success, customer operations, cancellations, or account management.
- Strong experience analysing customer churn, attrition, and retention performance.
- Demonstrated ability to identify root causes and deliver measurable process improvements.
- Strong analytical, reporting, commercial, and stakeholder management skills.
- Experience building high-performing operational teams through coaching and continuous improvement.
- Ability to work full-time from the Crewe office in the United Kingdom.
Nice to have
- Experience in telecommunications, SaaS, subscription services, fleet management, telematics, or technology-led businesses.
- Salesforce reporting, CRM management, or reason-code analysis experience.
- Experience supporting complaints, dispute resolution, customer care, or customer recovery teams.
- Experience managing large-scale operational change and transformation programmes.
Culture & Benefits
- Pension plan and life assurance.
- Employee fuel card scheme after six months.
- Electric vehicle salary sacrifice scheme after twelve months.
- Employee assistance programme and 24-hour wellness and healthcare assistance.
- Fertility treatment, pregnancy loss, mental health, disability, and inclusion support.
- Purpose-built Crewe workplace with a gym, café, barista bar, games rooms, and other facilities.
Hiring process
- Applications are submitted online.
- Reasonable adjustments and accommodations are available throughout the recruitment process.
Будьте осторожны: если работодатель просит войти в их систему, используя iCloud/Google, прислать код/пароль, запустить код/ПО, не делайте этого - это мошенники. Обязательно жмите "Пожаловаться" или пишите в поддержку. Подробнее в гайде →