Retentions Specialist

The role is responsible for ensuring governance, accuracy, and visibility across contract pool, CRM data, and reporting for senior leadership. This position plays a critical part in reducing churn, improving operational efficiency, and supporting strategic decision‑making. In addition, the role must maintain a strong commercial focus — actively participating in customer meetings, understanding business objectives, and challenging Account Managers on renewal progress to drive accountability and maximise revenue opportunities.

• Ensure all contract and CRM data is accurate, complete, and up to date for renewals and forecasting.
• Conduct weekly meetings with Tier 3-5 Account Managers to review renewal status and progress.
• Provide feedback and updates to relevant stakeholders in a dedicated weekly governance meeting and elevate where required.

• Deliver timely, accurate reports for senior leadership, offering clear visibility into renewal performance, churn risk, and revenue forecasts.
• Deep dive into changes in forecasts then elevate upwards for review.
• Analyse data to identify trends and provide actionable insights that inform strategic decisions.
• Ensure reports and data for Tier 3-5 customer renewals are reviewed and ready for monthly cadence and CSU Leadership meetings.
• Create renewal packs in conjunction with account management where required.

• Participate in customer meetings to support renewal discussions and reinforce commercial objectives.
• Understand customer requirements and align renewal strategies to maximise retention and growth opportunities.

• Proactively challenge Account Managers on renewal progress, pipeline accuracy, and timelines.
• Work with Account Management and Customer Success Leaders to direct the field of effort required to churn less customers.
• Drive accountability across the team to ensure renewal targets are achieved and risks are mitigated.

• Identify and implement opportunities to streamline renewal processes and enhance operational efficiency.
• Collaborate with cross-functional teams to adopt best practices and improve the overall customer experience.
• Build rigor and relationships with commercial finance to improve the speed of the renewal and cancellations processes.

• Commercial Acumen - Understands revenue drivers, renewal impact, and can identify upsell/cross-sell opportunities.
• Stakeholder Management & Influence - Builds strong relationships, challenges constructively, and secures buy‑in from Account Managers and leadership.
• Customer Communication - Confident in customer meetings, able to articulate value and support renewal discussions effectively.
• Data Literacy & Insight - Translates CRM and contract data into clear, actionable insights for decision‑making.
• Accountability & Challenge - Holds teams accountable for renewal progress and pipeline accuracy in a professional, evidence‑based manner.
• Process Improvement - Identifies inefficiencies and implements best practices to streamline renewal workflows.
• Attention to Detail - Maintains high standards of accuracy for CRM and contract data.
• Problem Solving & Risk Management - Anticipates renewal risks early and proposes practical solutions.
• Collaboration - Works effectively with cross‑functional teams (Ops, Finance, Legal) to unblock renewals and ensure governance.
• Resilience & Professionalism - Handles pressure and competing priorities calmly while maintaining positive relationships.