Customer Retention Manager

Instant Impact instant-impact.com Open · verified Sep 19, 2026

Hybrid London Full-time Manager Retention Marketing

Mid-level Retention Marketing role at Instant Impact. London · full-time.

Role brief

Growth Roles summary, based on the employer's posting.

What you'll do

You'll resolve customer questions promptly and route complex needs to the right teams
You'll check in proactively to track satisfaction, surface risks, and find growth opportunities
You'll guide onboarding and offboarding while setting clear expectations throughout each process
You'll increase Customer Hub and self-service use by helping customers adopt digital handling
You'll maintain accurate CRM records and use customer signals to prioritize retention action

What you bring

You bring strong relationship management and a clear customer-first approach
You can identify and manage retention risks and growth opportunities
You communicate clearly in writing and conversation
You use data and insight to guide decisions while staying organized and proactive

Who this fits

You’ll thrive in a customer-focused, collaborative role that values early action, practical problem-solving, and data-led prioritization. The position is hybrid in London. Instant Impact is advertising the role for a customer, and you would be employed by that customer rather than Instant Impact.

From the employer

Customer Retention Manager

YOU WILL NOT BE EMPLOYED BY INSTANT IMPACT, THIS ROLE IS BEING ADVERTISED ON BEHALF OF A CUSTOMER.
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 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
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 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

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 of at-risk customers
Strong quality and completeness of customer data

Essential

Strong relationship management skills with a customer-first mindset
Proven ability to identify and manage customer risk and retention opportunities
Excellent communication skills, both written and verbal
Ability to work with data and insights to inform decisions
Proactive and organised, with strong problem-solving skills

Desirable

Experience in customer operations environments
Experience using CRM systems to manage customer relationships and campaigns
Understanding of customer lifecycle management and retention strategies

Ways of working / behaviours

Customer-focused: puts customer outcomes at the centre of decisions
Proactive: identifies issues early and takes action
Collaborative: works effectively across teams to solve problems
Data-led: uses insight to prioritise activity and improve outcomes
Practical and solution-oriented: focuses on what will make the biggest difference