Customer Loyalty Manager

Description

Customer Loyalty Manager

Location: Shoreham head office, with some national travel

Salary: Up to £50,000

Contract: 12-month Fixed Term Contract

Introduction

Focus Group is a £300m-revenue, 1,500-person technology services company backed by Hg Capital. Following our $1bn valuation in 2024, we’re scaling rapidly and investing in AI (artificial intelligence) to transform how we operate and how we serve our 30,000 valued SME (small and medium-sized enterprise) customers. As we continue to expand our portfolio and scale our operations, we’re committed to setting new industry standards in managed service excellence.

As our Customer Loyalty Manager, you’ll lead our group-wide customer loyalty function, reporting to the Head of Customer Loyalty. You’ll manage two teams: Loyalty Agents, who keep valued customers with us and spot new opportunities for our sales and account management colleagues, and Contract Processing Agents, who make sure leaving customers are offboarded accurately and fairly.

Key Responsibilities

- Lead the Loyalty Agent team to act on churn risk signals and renewal opportunities within agreed response-time and quality standards

• Make sure key customer escalations, are handled with clear communication and senior involvement
• Lead the Contract Processing Agent team, overseeing Early Termination Fee (ETF) invoicing from calculation through to collection
• Lead and document our offboarding process.
• Work with Finance and the wider business to escalate and handle disputes consistently
• Own the design and delivery of our customer exit survey, turning the results into clear insight for Sales, Product, Service Management and senior leadership
• Carry out post-churn analysis and maintain a live view of high-value customers
• Produce regular at-risk and churn reports for regional Managing Directors and senior group leadership, in a clear, commercial and actionable format
• Define and manage key performance indicators (KPIs) for both teams, balancing effort, quality and commercial contribution
• Help generate leads for sales and account management teams, and support the automation of renewal contact by capturing contract data consistently at the point of sale

Skills, Knowledge and Expertise

Essential:

• Proven experience leading a customer service team of 15 to 20 people, including setting targets, coaching colleagues and managing performance
• Experience managing more than one team or function at once, with the ability to balance different priorities and keep standards high across both
• A background in technology or telecoms services, with a good understanding of how contracts, renewals and billing work in a subscription-style business
• A track record of improving customer satisfaction in a business-to-business (B2B) environment, such as reducing customer churn (customers leaving), improving renewal rates or turning around difficult customer situations
• Confidence handling escalations and communicating with senior stakeholders, including regional Managing Directors and senior leadership
• Proficiency in Microsoft Office applications, especially Excel, with the ability to turn data into clear, commercially focused reports
• Excellent communication skills, with the ability to adapt your style to different audiences and prioritise tasks
• Flexibility to travel across the UK, with a valid full UK driving licence

Internal Job Level Reference: Team Leader

IND1

About Focus Group

Established in 2003, we’re proud to be one of the UK’s leading independent providers of essential business technology.

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

Ultimately, we’re proud to have built a successful business which is also an outstanding place to work. A workplace where people thrive, where they can express themselves, have fun, create careers and feel recognised for their achievements.

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