Retention & Credit Control Manager

As our next Retention & Credit Control Manager, you will lead the execution of retention strategies, driving initiatives to reduce churn, improve renewal rates, and enhance member engagement. Moving beyond traditional call centre retention, you will ensure proactive intervention, leveraging self-serve capabilities, automation, and AI-driven insights to catch potential churn risks before they escalate.

Forget long lists, here’s what you’ll actually spend your time on:

• Retention Strategy & Execution

• Credit Control Strategy & Execution

• Customer & Employee engagement

• Data-Driven Decision Making & Performance Tracking

• Cross-Functional Collaboration & Innovation

It’s not about ticking every box. It’s about turning up curious, ready to crack on. You’ll do well here if you bring:

• Strong grip on churn, renewals, collections, and retention

• Hands-on with Salesforce, Braze, or similar tools

• Builds targeted retention and credit strategies

• Knows WFM, telephony, and offshore team management

• Improves UK vs BPO performance against goals

• Leads cross-team work across Product, CRM, Engineering, and Revenue Ops

• Spots opportunities in automation, self-serve, and AI

• Understands financial impact and long-term retention

• Builds and leads high-performing teams

We believe great work deserves great rewards. Here’s just a taste:

• Competitive salary + annual bonus

• Health, well-being and learning support

• Gym membership, Smart Tech Scheme and Cycle Scheme

• Birthday/Special day leave

• Buy & sell holiday scheme

• 1 week’s paid charity leave and much more!

How we’ll get to know each other:

• Screening call with one of our Talent Acquisition Partners

• Three stage interview process with the hiring manager and team, and a case study.

If this sounds like the place where you can do your best work, we’d love to hear from you, even if you don’t tick every box.

About us
We’re Checkatrade – the UK’s leading platform for finding a tradesperson. With more than 50,000 trades listed and over 6 million reviews, we help homeowners get jobs done right and help tradespeople grow their business.

We’re growing fast, with big plans to become the go-to brand for home improvements. If you care about great work, take pride in the details, and want to make an impact, you’ll fit right in.