JOB TITLE: Customer Retention Manager - Transport
LOCATION: National (Flexible).
Salary: £59,850 - £66,500
HOURS: Full time
WORKING PATTERN: Hybrid, 40% (or two days per week) in one of our office hubs mentioned above. Our Transport hubs are Manchester and Newport but regular travel will be required.
About this opportunity
This exciting new role of Customer Retention Manager - Transport is critical to delivering one of Black Horse and Transport’s key growth objectives – Customer Retention. This unique and varied role will develop and delivery initiatives across B2B and B2C channels for Black Horse Distribution (cars and bikes) and OEM partnerships.
With a current portfolio of nearly 900,000 customers its important we give our existing customers great in-life and end of contract experiences to increase loyalty and ensure Black Horse/LBG is the lender of choice when financing their next vehicle.
Key Responsibilities:
Support the Retention Strategy and implement and manage a breadth of initiatives including B2C (business to consumer) marketing activity, dealer training, retention toolkits and loyalty incentives and propositions.
Manage and drive innovation with existing retention suppliers (Keyloop’s P360 system), manage day to day relationship as well as monthly and quarterly review meetings.
Produce best practice activities for internal Account Managers and also external Dealers and partners. These could include newsletters, training modules, contact strategies.
Own retention performance including reports and insights to influence and drive existing customers staying within Transport and the wide group.
Coordinate the integration and opportunities of retention into new technologies (eg Solifi, AI and existing DMS (Dealer Management Systems)) to enhance easy and seamless customer and retailer retention journeys.
Research competitors and industry trends to keep the business at the forefront of retention and best practice for serving and retaining our existing customers.
Champion customer-centric thinking and challenge the status quo to drive continuous improvement.
Raise awareness of retention with Transport and beyond, showcasing opportunities, insight, training and knowledge sharing across teams and partners.
Travel to Retention suppliers, Dealers and a range of LBG offices on a regular basis to build relationships.
Skills & Experience:
Experience with delivering customer retention initiatives in financial services or automotive sectors.
Tried problem-solving abilities and strong analytical skills.
Experience in motor finance or automotive environments.
Ability to lead partners and inspire change.
Understanding of B2B partnerships and dealer operations.
Ability to work collaboratively across departments and with external partners and suppliers.
Knowledge of technologies and regulatory frameworks.
Desirable:
Experience in marketing either B2B or B2C.
Strong data visualisation and reporting skills.
Awareness of compliance, data protection, and industry regulations.
About working for us!
Our ambition is to be the leading UK business for diversity, equity and inclusion, supporting our customers, colleagues, and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.
We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.
We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.
We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.
We also offer a wide-ranging benefits package, which includes:
- A generous pension contribution of up to 15%
- An annual bonus award, subject to Group performance
- Share schemes including free shares
- Benefits you can adapt to your lifestyle, such as discounted shopping
- 30days’ holiday, with bank holidays on top
- A range of wellbeing initiatives and generous parental leave policies
Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more!
