Lakeside, Portsmouth
Trade Retention
About The Role

Retention Implementation Manager

You could stay where you are…or you could join Checkatrade.

Checkatrade is seeking for a Retention Implementation Manager to review the current retention programmes and to design and develop improved processes and solutions to optimise existing and new retention activity.  You will be responsible for ensuring successful implementation of all retention activity into the operation, including member offers, products and communications, in  order  to achieve retention goals: reduced churn, increased revenue per member and increased member NPS.   In this cross-functional role, a strong commercial background with a results-driven attitude, excellent problem solving skills and an analytical mindset are key to driving member retention and satisfaction.

Where do you fit in?

Reporting to the Head of Retention, you will ensure all retention activity is well designed, executed brilliantly and aligned across operations. You will own retention processes and utilise insights to develop retention tools and member offers whilst working effectively as the bridge between retention operations and retention marketing. This includes ensuring we optimise and align our retention processes, propositions and communication across all relevant teams i.e. Contact Centre and Marketing (Save, Renewals, Credit Control, Retention Marketing and wider Membership Advice teams). You will operate with a continuous improvement agenda in mind, project managing and reporting on all retention activity.

What’s in it for you?

  • A specialist opportunity utilising your problem solving and implementation expertise within a growing, fast paced .com business.
  • A chance to drive a continuous improvement agenda that has a direct impact on the commercial success of Checkatrade.
  • A rewarding and challenging role within a forward moving business that has its people and members at the heart of everything.

What do you need to succeed?

  • Operational experience, in a management support or operational excellence role, with a good understanding of operational processes and customer retention.
  • Customer focus with a strong proven track record of delivering results and achieving KPIs to improve commercial performance.
  • Ability to lead and collaborate with cross-functional partners, prioritise high impact activities, and keep complex projects moving forward.
  • Outstanding analytical and problem solving skills including advanced Excel and ideally experience with tools such as PowerBI, Web Office and/or Salesforce
About Us

Checkatrade is the consumer choice for finding a local reputable and reliable tradesperson. For over 20 years, we've been the place where reputation matters most - and if you join us, you’ll ensure that our teams continue to uphold these high standards.

With over 48,000 of only the best trades on our books who've passed a robust vetting process, we're staying true to our core business belief which is -  'Checkatrade does the checks so you don't have to.'

We're currently going through a period of significant investment and growth and we're looking for exceptional people to join us on our journey to help us achieve our ambitious goals. This is a really exciting time to join our team.