PHS Direct Retention Account Manager

PHS Group • Full-time • Tamworth, Warwickshire, United Kingdom • 4d ago

DIVISION: Phs Direct

LOCATION: Tamworth

REPORTING TO: Telesales Team Manager

Role overview:

The Retention Account Manager is responsible for maintaining, protecting, and growing revenue within an established portfolio of accounts once passed over from the Development Account Manager. The role focuses on strengthening long-term relationships, reducing churn, identifying upsell opportunities, and ensuring clients continue to receive exceptional value from phs products and services.

Account Retention and Risk Management

Monitor account health and proactively address risks or concerns to prevent churn.
Implement retention strategies to maintain client loyalty and satisfaction.
Resolve issues promptly and effectively to protect revenue streams.
Revenue Growth and Upselling
Identify and execute upsell and cross-sell opportunities within existing accounts.
Meet or exceed monthly, quarterly, and annual revenue targets.
Achieve call quality and business KPIs consistently
Relationship Growth and Client Management
Build and maintain strong, trust-based relationships with key stakeholders.
Ensure regular, proactive communication to reinforce value and support.
Deliver tailored solutions that align with client goals and priorities.
Strategic Account Development
Understand client business needs and objectives to identify growth opportunities.
Provide consultative recommendations to enhance client experience and ROI.
Collaborate with internal teams to deliver seamless service and solutions.
Internal Collaboration
Work closely with your Team Leader and other departments to resolve issues quickly.
Share insights and feedback to improve retention strategies and processes.
Performance Monitoring
Use CRM systems to accurately record, manage, and track account activity.
Forecast retention and revenue performance effectively.
Continuous Improvement
Provide feedback to enhance retention processes and customer experience.
Identify root causes of churn and contribute to long-term solutions.
Sales/Customer Culture
Champion a customer-first approach in all interactions.
Promote a culture of excellence in service, quality, and continuous improvement.
Summary

The ideal candidate is proactive, relationship-driven, and passionate about delivering long-term value to clients. They combine strong communication skills with a strategic mindset, turning retention challenges into opportunities for growth while building trusted partnerships internally and externally.

Skills and Experience Required
Excellent, clear, and confident telephone manner
Ability to identify retention risks and growth opportunities
Strong negotiation and objection-handling skills
Active listening and consultative selling techniques
Time management and prioritisation skills
Proficient in CRM systems and IT tools
Previous account management or telesales experience
Demonstrable success in achieving retention and revenue targets
Experience building and maintaining long-term client relationships
Proven experience using CRM systems (preferably SFDC)
The Right Person Has…
High energy and pace
Results-driven and motivated by success
Thrives in a demanding sales environment
High professional and personal standards
Decisive and resilient
Works well in a team and individually
Able to challenge constructively and effectively

In return for your commitment and expertise, you will receive

A competitive salary of £26,000.00 OTE £38.000.00
We offer accredited ILM Training in house and external training.
Ongoing career and development opportunities.
Digital GP for you and your family.
Over £1000 worth of savings and discounts at Supermarkets and High Street stores with PHS Perks.
Company pension.
24-hour wellbeing helpline.
Free Parking

If you want a career with a well-established company, where you’ll appreciate the quality of your work, we would love to hear from you.

Apply now.
phs Group was founded in 1963 and we are the leading provider for Hygiene Services in the UK, Spain and Ireland with over 120,000 customers across 300,000 locations incorporating numerous businesses during its 62 years of business.
Our businesses include: Washrooms, Healthcare, Floorcare, phs Direct, Direct 365, phs Greenleaf, Teacrate, Besafe, Wastekit and Compliance.

At phs, we pride ourselves on our diverse workforce, and ensuring we have an inclusive environment for all our staff. We remain committed to ensuring our teams can bring their true selves to work without risk or fear of discrimination.