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Customer Loyalty and Partnerships Manager

Henry Nicholas
Gloucestershire, UK
Closing date
26 Nov 2020

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Technology & New Media
Contract Type
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Job Details

My client is one of the leading technology businesses in the UK, offering fantastic careers in the Web Hosting and Cloud industry. My client has been leading the way designing new ways to give customers everything they need to manage and control their online space since 1999.

They are now looking for a Customer and Partner Manager

As Customer and Partner Manager your primary responsibility will be to manage customer loyalty activities to reduce customer churn and manage the 'Partner Program'.

You will lead and coordinate customer churn reduction activities working closely with Product Managers, Retentions and other key stakeholders involved in the customer lifecycle to significantly reduce levels of customer churn.

You will own and manage the Partner Program where you will be required to increase traction into the UK web hosting market by working with existing partners and recruiting web professionals.

Customer Management:

Leading the customer churn avoidance activities using a strong understanding of churn drivers and implementing measures to reduce customer / service churn
Gaining insight from customer feedback, closure/churn reasons, key internal stakeholders and data analysis to provide an understanding of customer behaviours and needs
Working with internal stakeholders to own and implement an ongoing program of churn avoidance initiatives / improvements
Becoming key point of contact for areas of the business that significantly impact churn topics:
Working as part of the product management function
Key liaison point for working with the Retentions team
Debt and Fraud management teams
All customer touch points; Marketing, Sales and Customer Support
Collaborating with other areas of the business on the delivery of key business initiatives (e.g. system, product or price changes) and finding new ways to absorb and mitigate impact of customer churn. Partner Management:

Owning and managing the Partner Program and the mechanics, process features and benefits
Collaborating with the marketing team to provide correct collateral and marketing support (e.g. co-marketing) to ensure success of the program
Leading partner recruitment activities to recruit the right type and volume of web professionals and technology partners
Assessing new partnership opportunities and identify ways to embrace and prioritise
Generating sales opportunities for partners to create mutual success and to increase market penetration share via this new route to market
Developing more strategic partnerships with large account resellers or distributors. Essential:

You will have extensive experience of managing B2B customers and / or partners ideally within the Internet, technology or software industries and possess a strong commercial acumen.
Extensive experience with hands-on customer relationship management
Strong background in customer acquisition, engagement, and retention
Experience of building credible relationships, influencing key stakeholders and leadership teams
Reporting and analysis skills for forecasting in a high customer volume environment
Clear understanding and knowledge of end to end customer life cycles
Previous experience of implementation/set up of customer or partner programs
Proven ability to build a business wide strategy and turn the strategy into implementation
Good understanding of the dynamics of partnership models and selling through partners in particular
A proven ability to work off own initiative What you get in return

£45-55K DOE + performance bonus
25 days annual leave plus bank holidays
Competitive contributory pension scheme
Private health care with the option to extend cover to partner and children
Critical illness
Life Assurance
Generous training opportunities tailored to your career goals
Opportunities to visit the best industry conferences across Europe
Free parking
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