12 часов назад
Loyalty and Retention Manager (Healthcare)
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
Loyalty and Retention Manager (Healthcare): Leading and developing a Glasgow-based customer retention team with an accent on customer outcomes, portfolio persistency, coaching, and data-driven performance management. Focus on improving customer journeys, operational effectiveness, compliance, and long-term business performance through cross-functional collaboration and process improvement.
Location: Glasgow, Scotland, with hybrid working
Company
Healthcare, a division of The Group, supports customers in navigating the healthcare system and making informed decisions about their health.
What you will do
- Lead, coach, and develop a team of customer retention professionals.
- Set team objectives, performance expectations, and operational plans aligned with business priorities.
- Use customer, operational, and performance data to identify trends, risks, and improvement opportunities.
- Deliver coaching, quality reviews, performance discussions, and development planning.
- Improve customer journeys, retention processes, operational effectiveness, and team capacity management.
- Collaborate with Sales, Service, Operations, Compliance, and other stakeholders while reporting insights and escalating risks.
Requirements
- Experience leading, coaching, and developing customer-facing teams in retention, sales, account management, customer service, or a similar environment.
- Experience delivering customer, commercial, quality, and operational performance measures.
- Strong analytical, stakeholder management, communication, and decision-making skills.
- Experience working in a regulated or quality-controlled environment focused on customer outcomes.
- Confidence using CRM systems, Excel, and performance reporting tools.
- Experience leading change, process improvement, or operational transformation initiatives.
Nice to have
- Experience in insurance, healthcare, financial services, or another regulated customer environment.
- Knowledge of retention, renewals, persistency, or customer lifecycle management.
- Experience leading inbound and outbound customer contact teams.
- Experience with Salesforce reporting, dashboards, or related CRM analytics tools.
Culture & Benefits
- Hybrid and multicultural working environment.
- Private Medical Insurance.
- Employee wellbeing benefits.
- Educational Development Program.
- Competitive salary.
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