Customer Retention Manager

Role purpose The Customer Retention Manager is responsible for dealing with day-to-day customer support requests to improve customer satisfaction, promote self-service digital tools, identify growth opportunities and proactively reduce churn across The Arch Company’s customer base. This role plays a key part in delivering a more proactive, insight-led retention strategy and in improving the collection and use of customer data and CRM tools to identify risks early, resolve issues, and create opportunities for growth. Key responsibilities Customer service and issue resolution Serve as a key contact for customer queries or requests, resolving matters promptly and escalating more complex requirements when needed Handle lower-level issues raised by neighbours, nearby residents, or other non-customers, escalating more serious or legal matters to the appropriate team Carry out proactive check-ins with customers to monitor satisfaction, identify risks, and spot growth opportunities Share customer experience insights internally to support continuous improvement Onboarding and offboarding Deliver a smooth onboarding experience, ensuring customers are set up for success from day one Manage offboarding processes where needed, with clear communication on requirements and timescales to set expectations Customer Hub and self-service adoption Drive adoption of the Customer Hub and self-service tools, helping customers use available digital services confidently Encourage digital-first handling of routine requests to improve speed, consistency, and customer experience Customer insight and data Maintain accurate and up-to-date customer information and data in CRM systems to support retention activity and effective use of the Customer Hub Use customer data, feedback, and behavioural indicators (e.g. cases, satisfaction, arrears) to identify trends and risks Contribute to the development of customer segmentation (e.g. high value, at risk, growth) and prioritisation strategies Retention and churn management Proactively engage high-value or at-risk customers to spot churn risks early and enable timely action to improve outcomes. Escalate and help resolve issues that may impact retention, working closely with internal teams Customer experience improvement Gather and share customer insight to help improve products, services, and processes Identify recurring issues and work with internal teams to drive continuous improvement Support initiatives that enhance customer satisfaction and retention outcomes Collaboration Work closely with Internal teams to deliver joined-up customer management Feed retention opportunities and risks into relevant teams (e.g. growth opportunities into Enquiries/Leasing) Key outcomes / measures of success Improved customer retention rates and reduced churn Increased customer satisfaction (e.g. NPS / OSAT) Higher engagement with Customer Hub and digital services Effective identification and management…