Engagement & Retention Manager

Job Detail

Job Title: Engagement & Retention Manager

Salary: Salary £23,000 + Commission + Bonus (Earning potential of £37k)

Location: Manchester

Posted: 02/07/2024


or call 0161 836 9043

Job Overview


Working with your appointed Business Development Manager ensuing that their diary contains a mixture of appointments to achieve their targets. Retaining clients by overcoming objections to book appointments with clients whose contracts are ending.


Day-to-Day Responsibilities

·         To be accountable for clients that are due to come off service within your geographical area, ensuring that appointments for Field based Retention & Development Sales Consultant (BDM) are booked at least 30 days prior to the end date.

·         To ensure that the appointments booked are in line with departmental guidelines and targets; taking full consideration for travel time and prioritisation of clients due to come off service.

·         All appointments booked should have comprehensive notes.

·         Appointments should be confirmed in line with departmental standards and a meeting request sent to the client.

·         To understand all client databases and systems in order to ensure that they accurately reflect the current statuses at all times.

·         To be the key Team member for your BDM, ensuring that they are kept apprised of diary changes and appointments.

·         To work closely with your BDM to develop a Sales strategy for increasing the client base within the geographical area; through the identification of New Business, Referral and Additional Business opportunities.

·         To ensure that for each rolling two week period that the BDM has a minimum of 15 appointments per week.  Where slots are filled with excessive travel or admin this should be kept to a minimum and clearly identified in all calendars.

·         Cancelled appointments should be no more than 2 per week and rebooked with the vacant slot filled.

·         Accountability for ensuring that all client complaints, whether verbal or written are referred to Client Experience to be dealt with within 24 hours and a resolution obtained within 5 days.

·         Management of client expectation in respect of renewal dates and purpose of appointments.







Job Goals and Metrics


·         100% diary capacity (15 appointments per week)

·         Minimum of 75% booking of clients due to expire in a calendar month

·         Minimum of 3 appointments booked per day

·         No more than 2 cancelled appointments per week

·         To achieve 36 deals each quarter of which 8 are New Business

·         No complaints from clients regarding the handling of their renewal or appointment.

·         All client telephone calls to be answered in accordance with the departmental standards.

·         All written client correspondence to contain clear, accurate and thorough information and meet required departmental standards.

·         All client appointments are made in line with departmental standards.

·         Minimum talk time of two hours


What you Bring to the Team


·         A “can-do” attitude

·         Ability to work in a fast-paced environment

·         Strong time management skills

·         A dynamic and flexible approach, as well as the ability to work under pressure.


Why Join our Team?


Peninsula is a fantastic multi award-winning place to work if you enjoy being exposed to a wide variety of customer service issues across all different sectors.

The office is fast-paced and busy so we look for colleagues who have a positive and results focused attitude. Through training and development, we make sure that everyone who works here has the resources they need to build their careers.



or call 0161 836 9043

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