Customer Retention and Growth Manager

Job title:

Customer Retention and Growth Manager

Company

Wates

Job description

🌟 Join WPS as our next Customer Experience & Growth Manager 🌟📍 Finsbury Park ¦ Hybrid working ¦ Full-timeAt WPS, we’re passionate about delivering exceptional value to our clients. As a market leader, we believe that understanding our clients’ experiences is key to driving retention, loyalty, and long-term success. We’re now looking for a Customer Experience & Growth Manager to join our team and lead the charge in transforming client feedback into strategic action.💼 What you’ll be doing:As our Customer Experience & Growth Manager, you’ll be the voice of the client within the business. Your mission: to uncover deep insights through client interviews, surveys, and data analysis—and use them to enhance client satisfaction, improve retention, and support work-winning strategies.You’ll also:

• Champion the customer experience: Own and enhance our client engagement processes, ensuring satisfaction and loyalty through innovative approaches.
• Drive growth: Collaborate with marketing and business development teams to generate leads, shape campaigns, and build a future-fit opportunity pipeline.
• Optimise data: Ensure Salesforce is a powerful tool for insight and governance, supporting training and data quality.
• Deliver strategic projects: From account mapping to sector research, you’ll support initiatives that shape our future.

🧠 What you’ll bring:

• Proven experience in customer experience management or a related field.
• Strong understanding of customer engagement strategies and client retention.
• Excellent communication and interpersonal skills.
• Ability to innovate and drive continuous improvement in customer experience processes.
• Proficiency in Salesforce or a similar CRM system.
• A deep understanding of the public sector and social housing landscape.
• Experience working with senior stakeholders in complex business environments.
• A proactive, calm, and collaborative approach with the ability to juggle multiple priorities.

🤝 Why WPS?

• Be part of a collaborative, values-led team that’s committed to making a difference.
• Enjoy hybrid working with a base in our vibrant Finsbury Park office.
• Work alongside inspiring colleagues and leaders who value your voice and ideas.
• Grow your career in a role that blends purpose, innovation, and impact.

Given the nature of this position, you will need to undergo a Basic Disclosure and Barring Service Check (DBS) at offer stage. Applicants with criminal convictions will be assessed individually, and we assure you that we do not discriminate based on an applicant’s criminal record or the details of any disclosed offenses. Additionally, certain roles may be subject to additional pre-employment checks.To learn more about the checks included in this process, please click on the following link:Once you apply one of the Recruitment Team will be in contact to discuss the role in more detail and advise of the next step.Wates is one of the UK’s leading family-owned development, building and property maintenance companies. Founded over 125 years ago, we have a proud legacy in the built environment.We are driven by our purpose, ‘reimagining places for people to thrive’ and our three promises:Thriving places – working with customers, partners and communities to create places that are more sustainable, inclusive, and full of opportunity.
Thriving planet – protecting nature and taking action on climate change by collaborating and innovating with our partners.
Thriving people – creating opportunities and relationships so that everyone who works for and with us feels included, invested in, and treated with care.We are proud to be recognised as Gold Investors in People and as a Disability Confident employer. We also ensure that our recruitment processes do not treat anyone less favourably due to an offending background.PLACEHOLDER

Expected salary

Location

Finsbury Park, North London

Job date

Sat, 19 Jul 2025 05:52:38 GMT

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