Commercial Retention Lead
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British Gas, Windsor, Windsor and Maidenhead
- Onsite working
- Full time
- Permanent
Posted today, 2 Apr
Job ref: b5afce19a14841d7aeb86fc897694c2e
Full Job Description
- Understand Your Customer: You'll develop a deep understanding of our customers by engaging in conversations with colleagues, commissioning research, and listening to customers directly in their homes and over the phone.
- Tailor Customer Experiences: Create actionable customer segmentation to ensure we provide the best possible experience for each customer.
- Spot Opportunities: Collaborate with finance and other commercial teams to identify opportunities, build business cases, and advocate for investment.
- Drive Retention Initiatives: Work closely with your British Gas colleagues to nurture and deliver customer retention initiatives.
- Develop Pricing Models: Partner with our internal pricing team to create fair and commercially sound pricing models and retention toolkits.
- Monitor Performance: Own the performance of retention KPIs, explain trends, and provide forecasts.
Are you passionate about enhancing customer experiences and driving business growth? As our Commercial Retention Lead, you'll play a crucial role in improving the lives of our British Gas services customers. You'll own a specific stage of the customer journey (e.g., renewal), identify issues or potential improvements, and manage solutions from start to finish. Your efforts will help us retain more customers and increase their value to our business. We'll expect you in the office at least one day per week in Windsor., Experience: You should have substantial experience in commercial roles, partnering with finance to create business cases, and familiarity with the trading cycle in a B2C company. Experience in the subscription or insurance industry, customer retention, customer marketing, and digital product development is a plus. - Skills: Proficiency in Microsoft packages is essential. You should be highly numerate and capable of analyzing spreadsheets.
- Competencies: We're looking for someone who can empathize with customers, has strong commercial acumen, and is a team player with excellent communication and presentation skills. You should be curious about customer experience, confident in challenging the status quo, and able to take ideas from concept to execution in a matrix organization with minimal support. Core behaviours for this role are: Develop a growth mindset; Work as one team; Take Ownership; Think commercially & Champion customers.
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