Customer Retention Manager

  • Location

    Bath

  • Sector:

    Utilities

  • Salary:

    £30,000 - £40,000

  • Published:

    3 months ago

  • Expiry date:

    2020-12-27

  • Client:

    #

The role

We’re looking for a business leader to join our Sales team who is dedicated loyalty and retention. We want someone who will help our Members increase their engagement and tenure with Pure Planet’s digital, renewable energy proposition.

We want an enthusiastic and commercially-skilled person to make sure our Members have such an exceptional experience of Pure Planet that they won’t want to leave.  

This person, with an expertise in building loyalty and long-term mutually-beneficial relationships, will deliver sustainable value for both our Members and our company. 

The role is responsible for delivering Member tenure, for helping our Members benefit by using the right products and services for their needs, and for nurturing Pure Planet brand advocates, Members who are proud to recommend us to their friends and family.

We’re looking for a seasoned sales person, a loyalty and value-creation specialist, who can create and deliver mutual lifetime value for Pure Planet and our Members. 

Main responsibilities are: 

Managing retention 

  • Actively engaging with and nurturing our Members to achieve mutual lifetime value

  • Using data and insights to measure and predict Member’s lifecycle activities,  understand tenure, and in turn manage and increase lifespans

  • Providing relevant reasons to stay throughout Members’ lifecycles 

  • Develop products, tools, and processes to retain Members including but not limited to CRM, tariffs, channel promotions, email and app notifications

  • Work with Sales, Marketing, Data, Technology and Service to keep Members happy

  • Measure, innovate, iterate and constantly improve retention performance

Delivering loyalty 

  • Enabling Members to actively engage, endorse, and advocate for Pure Planet - including through our Refer Friends programme and Community

  • Promoting in-life services and additional products that engage and increase Member lifetime value 

  • Working with UX, CRM, Data, and Service to promote value throughout the customer lifecycle

Experience

  • 5-10 years of customer value experience in a digital, data-lead, consumer business

  • Proven delivery, with case study examples, of value creation

  • Good working knowledge of CRM tools, particularly Salesforce Marketing and Service Clouds 

  • Energy retail experience is not essential

  • Must be comfortable working alone, be self-starting, creative, and have good attention to detail

  • Must also be able to work as part of a dynamic, expanding sales and marketing team and contribute to wider commercial and brand discussions 

You’ll be passionate about Pure Planet’s sustainable purpose, be able to work confidently, collaboratively and be self-motivated. 

We’re Pure Planet, the modern, digital energy supplier. We’re a market-disrupting, consumer-focused, award-winning, digital, renewable energy company. Our electricity is 100% renewable, and our gas is 100% carbon offset. We’re the best company to work for in the South West and the second best smaller company in the whole country to work for (Sunday Times/Best Companies 2020). Join us.

This is us

We’re powering a cleaner, greener future, committed to helping Britain get to Net Zero emissions as soon as possible. If you want to make a difference in the world, our company is for you. We’re sustainable, built around the need for change, and to protect our environment. Pure Planet uses smart technology and a shared community to deliver a unique service to our Members. As a renewable energy supplier to British householders, we operate in a rapidly-changing and highly competitive market.

We’re committed to saving our Members money, offer them exciting new energy carbon-cutting technologies, and helping them live more sustainably. Together, we’re smart, sustainable and shared.

The Benefits

  • Contributory ethical pension scheme

  •  Private medical insurance

  •  Health cash plan

  •  Electronic stand up desks throughout the office

  •  Dog-friendly workplace

  •  Free breakfast and fruit

  •  Life assurance

  •  Unlimited holiday

  •  Cycle to work scheme

  •  Electric car scheme

  •  Season ticket loan

  •  Carbon offset commute to work

  •  Social events

  •  Discounted shopping benefits

  •  Professional development

  •  Opportunity to influence our proposition and shape our company

  •  Working with the rest of the lovely team at Pure Planet

Due to COVID19 we all currently work from home and are planning to do so until it is safe to return to the office. Depending on how government guidelines change over the coming months, this role can either be worked from home or the office or a mixture of both. 

We are happy to consider part time applications as well as full time for this role. 

We celebrate diversity and know that it's critical for our success at Pure Planet. We work hard to make sure we're inclusive. So, if you are great at what you do and share our values, we want to hear from you.

If you need any adjustments made to the application or selection process so you can do your best, let us know. We will be happy to help.

We review CV's as we receive them and interview as soon as we receive good applications. We don't use closing dates. So, please apply as soon as possible to avoid missing out on this role.