Customer Retention Manager

2 weeks ago

Dublin Pike, Ireland Bord Gáis Energy Full time

Overview
Customer Retention Manager at Bord Gáis Energy. Develop the retention strategy for existing customers and reduce customer loss across all channels. Own customer loss and retention KPIs and track/report customer losses and retention rate numbers for all channels. Identify upselling opportunities to maintain and increase customer lifetime value, and recommend and implement programs to support customer retention.

About your team
We’re the pride of Ireland. Bord Gáis Energy has been powering the nation’s homes and businesses for almost 40 years. We’re at the heart of the energy transition in Ireland, strengthening energy security and helping customers move toward a net zero future.

About the role
Core ownership and KPIs:

Owns customer retention, churn, and losses KPIs across all channels.

Tracks and reports weekly/monthly performance.

Drives retention, revenue, and customer growth.

Retention strategy & reporting:

Develops and delivers multi-channel retention strategies.

Reports on retention, churn, CLV, and losses.

Analyzes customer behaviour to identify risks and re-engagement opportunities.

Measures effectiveness and ROI of retention activity.

Churn prevention & win-back:

Identifies churn drivers and implements solutions.

Leads 90-day retention plan using digital, contact centre, email, and field sales.

Designs data-led initiatives: loyalty schemes, offers, personalized communications.

Collaborates with CVM and marketing on targeted campaigns.

Stakeholder engagement:

Works with Marketing, Sales, Product, Finance, and Customer Care to align strategy.

Supports renewals and upsell plans with Commercial/Finance teams.

Engages with Digital, Ops, and vendors to ensure delivery and performance.

Supports post-campaign teams with insight and recommendations.

What we’re looking for

Experience of delivering business KPIs; experience in customer acquisition and retention.

Analytical skills: ability to interpret data, identify trends, and develop actionable insights.

Problem-solving skills: creative and resourceful in crafting retention strategies and addressing customer pain points.

Experience in stakeholder management.

Strong commercial acumen.

Excellent communication and interpersonal skills with persuasive and empathetic communication.

Why should you apply?
We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about more than work. Our total rewards are designed to give you flexibility and support for you and your family, physically and emotionally. Learn more about why we’re a great place to work and what being part of more means for you at the link below.

https://www.morethanacareer.energy/bordgais

If you’re full of energy, fired up about sustainability, and ready to craft a better tomorrow, share information about yourself throughout our recruitment process so we can understand you and help shape your journey.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: General Business, Administrative, and Customer Service

Industries: Consumer Services, Market Research, and Public Relations and Communications Services

Referral information and related job postings are provided for applicants in Dublin, Ireland.

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