Our client, an industry-leading EAP and OH provider and Sunday Times 'Best Places to Work' organisation, is looking for a Retentions Executive to join their growing team.

This is where relationship management meets commercial impact. You'll own a portfolio of clients from day one, becoming their trusted go-to for everything from operational queries to strategic service reviews. Your mission? To deliver exceptional service that keeps clients renewing year after year; while identifying opportunities to grow their agreements through upsells and upgrades that genuinely meet their needs.

This role as Retention Executive covers the full account lifecycle. You'll handle daily client engagement, navigate contract renewals, manage implementation of new clients, and - crucially - turn challenging retention conversations into successful outcomes. When a client considers leaving, you're the problem-solver who listens, explores solutions, and finds the path forward that works for everyone.

This role would be ideal for someone with 1-3 years' retention experience who thrives on delivering first-class customer service. You'll bring high energy and commitment to client conversations, adapt your communication style effortlessly depending on your audience, and juggle multiple priorities while working toward ambitious retention targets and KPIs.

If you're driven, flexible, and genuinely enthusiastic about helping clients succeed while growing the business, this is your opportunity to make a real impact with a market-leading employer.

What's in it for you?

You'll be joining a fast-paced, growing business where your work makes a genuine difference. By ensuring services run smoothly for client organisations, you're directly impacting employees' lives - providing them with critical support that's essential to their wellbeing and their employer's success.

This is a place that rewards ambition. If you enjoy a challenge and have genuine enthusiasm for overcoming obstacles, you'll thrive here. Through on-the-job training and development, you'll have the resources to build your career with unlimited opportunities ahead. The environment is busy and dynamic, so a positive, focused attitude and confidence in your communication will see you excel.

What you'll be doing as a Retentions Executive:

Own your portfolio - Manage day-to-day relationships with your EAP clients, becoming their trusted point of contact for everything they need
Drive retention success - Proactively manage relationships to achieve KPIs and SLAs through skilful renewal negotiations
Deliver seamless onboarding - Ensure new client implementations run smoothly from day one, setting the foundation for long-term partnerships
Provide consultancy and insight - Advise clients on product options and specialist services, positioning yourself as a strategic partner who understands their business
Spot and seize opportunities - Identify upsell possibilities and actively promote additional services that genuinely add value to your clients
Be the voice of the client - Keep your finger on the pulse of client needs and market changes, feeding insights back to senior management to keep the business ahead of the curve
Support the wider team - Maintain exceptional service standards while backing up the sales and bid team when they need you
Stay on top of your metrics - Track your renewal pipeline daily, flag at-risk clients early, and provide weekly updates on activity and opportunitiesThe rewards:

Working for this exceptional company means being rewarded greatly for your contribution. Here's what you'll receive:

25 days' holiday plus bank holidays (increasing after 2 and 5 years' service)
Your birthday off
Cash health plan for you and your family
Pension plan and life insurance (contributions increase with service)
Contractual sick pay
Private medical insurance after 5 years
Profit share scheme
Holiday season bonus after 3 years
Free on-site gym
Season ticket loan and cycle to work schemes
Employee Assistance Programme access
Company incentives and discount schemesAbout the company:

This is a truly service-led business and the industry-leading EAP and OH provider - recognised as a Sunday Times 'Best Places to Work' organisation. With an unrivalled track record of strong year-on-year growth, they support over 80,000 organisations and 13 million lives across the UK and Ireland.

As part of a global group with 14 operating companies and circa £500m turnover, there's substantial financial backing for continued expansion, including acquisition and international development. This isn't just a job - it's a platform for exceptional career advancement with a business that's going places.

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INDHA

Portfolio Payroll Ltd is acting as an Employment Agency in relation to this vacancy