Customer Retention Manager | Hamilton

The Customer Retention Manager is to enhance the relationship between the Customer and Rentokil Initial for the key purpose of protecting the existing portfolio across Rentokil, Initial and Ambius by identifying and dealing with any issues which may be detrimental to the customer relationship. This role is Monday to Friday, standard business hours with WFH up to 2 days per week of your choosing.

This role grows and sustains the Account Managers Portfolio by identifying opportunities for adding business to the existing portfolio and exploring sales opportunities through lead recommendations that protect the customer’s loyalty

• Operate as the lead point of contact for any and all issues, concerns and matters raised internally and externally that are specific to customers.
• Handling customers in jeopardy effectively in conjunction with Sales, Operations and Business Management, to maximise portfolio retention.
• Resolve problems aligned to complaint resolution and customer in jeopardy procedures by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; and escalating unresolved problems.
• Identify “contracts in jeopardy” through ongoing collaborative contact with the Territory Manager and customers to take all reasonable action necessary to remove the contract out of jeopardy and where possible resign.
• Respond to customer issues and enquiries within the expected time frame.
• Build and maintain strong, long-lasting customer relationships.
• Negotiate contracts and close agreements to maximise profit.
• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors.
• At times travel to other cities across Central North Island to visit and meet with customers 

About You:

To be successful you will have the ability to build a strong working relationship with the portfolio of customers and internal teams through your technical expertise, integrity and by being a motivated self-starter. You will also have the following:

• Previous experience in a customer retention role. Proven track record of increasing retention.
• Strategic thinking with the big picture in mind along with commercial acumen.
• Demonstrated experience in developing and maintaining collaborative relationships with key customers as well as internal stakeholders.
• Proven planning and time management skills.
• Operational minded
• Ability to collaborate with the sales team with planning, risks, resolving issues and retain.

Whats on offer for you:

• Competitive Base Salary: Enjoy a strong foundation for your earnings.
• Company Vehicle, Mobile Phone & Tablet: All the tools you need to succeed.
• Career Development: Access to a wide range of learning and development programs to grow your skills.

Why Rentokil Initial?

At Rentokil Initial, we don’t just provide services, we protect people and enhance lives. Our team consists of passionate industry experts who deliver high-quality services to our diverse and extensive client base.