Customer Retention Manager
Central Edinburgh
Up to £36,000 plus commission
Benefits: 31 days holiday, private healthcare, health & wellbeing package, enhanced pension, career & life coaching, discounted gym membership, financial advice & support plus lots more excellent benefits
Who We Are
At GoFibre we’re on an exciting journey to revolutionise broadband capabilities for homes and businesses in rural towns and villages across Scotland and the north of England, connecting communities and affording them digital capability equal to their city counterparts; whilst being as environmentally conscious as possible, and creating social value in the areas we serve.
Our story is only just beginning. We’re growing fast and we don’t intend to slow down anytime soon as we play our part in ensuring future-proof full fibre coverage. We’ve recently raised, and committed, a £164 million investment for our infrastructure, service and people through our top-notch partnerships, and we’re confident and enthusiastic about what is coming next for the GoFibre family, as we strive to connect hundreds of thousands of homes and businesses by 2025. We have fantastic offices to allow colleagues to connect and catch up, one in central Edinburgh (with stunning 360 views of the city) and another in the coastal town of Berwick Upon Tweed; both a short walk from transport links.
How We Work
Collaboration, innovation, commitment, continual improvement of our business and ourselves, are the cornerstones of what creates our collective success. No two days are the same; the landscape is constantly changing, and we think on our feet, move fast and tackle challenges and opportunities head on. We’re always learning and we thrive under pressure, because we support one another and have some laughs along the way. We’re all in this together, as we navigate the road less travelled, pushing the boundaries of what we can deliver and the professionals we can become. We take care of each other and care about work-life balance and wellbeing.
Sound like the kind of place you want to work? If so, read on…
What you will be working on
- Managing, training, developing and inspiring a team of customer loyalty specialists to deliver and exceed retention targets
- Leading weekly team meetings, and 1-1 feedback sessions with impactful outcomes
- Recruitment and resource planning aligned to budgets
- Supporting the Loyalty team to deliver GoFibre’s key performance outcomes including sales, retention and satisfaction results
- Analysing customer data and feedback to identify trends, preferences, and areas for enhancement within loyalty initiatives.
- Collaborating with cross-functional teams (Marketing, Sales, Revenue) to ensure alignment of loyalty initiatives with overarching business goals and customer experience objectives
- Evaluating customer retention metrics and performance indicators to understand the effectiveness of loyalty and retention offers
- System and process improvement, encompassing program management, data analysis, and customer communication, to ensure efficiency
What you will bring to the role
- Experience in gathering and analysing customer feedback to identify areas for improvement, address customer pain points, and enhance overall customer satisfaction
- Ability to interpret and present customer data, trends and insights that develops the loyalty program strategy and initiatives
- Recent team management experience, including coaching and development
- Great communicator, across all levels
- Previous experience within telecoms or utilities would be ideal
We love that everybody is different, and we believe a diverse workforce will be our strength. We ensure equal opportunity, champion inclusion and we actively encourage applications from suitably qualified candidates regardless of age, disability, gender, race, religion or orientation. Together, we’re all part of the rich GoFibre family and we’re unified by our goals, inspiring our teams to challenge the norm and deliver best-in-class service to our customers, all whilst encouraging and appreciating one another.
Are you ready for the challenge? Get in touch now, we can’t wait to hear from you!
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