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360 Resourcing Solutions Logo 360 Resourcing Solutions · Customer Service

Customer Retention & Growth Manager

United Kingdom, London 58000.00 - 60000.00 GBP / Year · Job Posted April 12, 2026
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Job Description

The Customer Retention & Growth Manager (CRGM) plays a key role in supporting service delivery, driving contract retention and continuous improvement across the Major Accounts portfolio. Working closely with the Divisional Director and Key Accounts Director, the CRGM provides senior operational support and acts as a key interface for major account stakeholders. The role has a strong focus on enhancing service quality, resilience, and client confidence through performance management, proactive risk mitigation, and the introduction of intelligence-led and technology-enabled solutions available within the business.

Job Responsibility

  • Support the Divisional Director in overseeing service delivery and performance
  • Ensure delivery against KPIs, SLAs and contractual requirements across all assigned accounts
  • Support Key Account Directors and operational teams to identify and address performance risks, service gaps and emerging issues
  • Design, implement, and monitor accounts development and service improvement plans
  • Contribute to long-term account strategies focused on resilience, innovation, and client confidence
  • Support the controlled implementation of new solutions, ensuring operational readiness and minimal disruption
  • Act as senior escalation point for complex operational and employee relations issues, incidents, or service challenges
  • Support audits, inspections, and compliance reviews across the portfolio
  • Monitor incidents, complaints, and escalations, ensuring corrective actions are implemented and sustained

Requirements

  • Excellent communication skills and a strong customer focus
  • A valid SIA Front-Line License - essential
  • A valid SIA CCTV License – desirable
  • Previous Security Management experience
  • Confidence and ability to establish and maintain good and effective working relationships at all levels
  • Ability to work to deadlines, multitasking and working under pressure
  • Excellent IT Skills including Microsoft Software Packages (e.g. Excel)
  • Able to achieve vetting to BS7858 Standards

Nice to have

A valid SIA CCTV License – desirable

What we offer

  • 25 Days annual leave per annum
  • Company sick pay scheme
  • Access to Digital GP & Medicash Scheme *subject to conditions*
  • Excellent Company Pension Scheme
  • Death in Service - 3x salary (subject to company pension enrolment, upon completion of probationary period)
  • Enhanced Family Leave Pay
  • High staff discounts & rewards scheme
  • Recruitment bonus scheme
  • New business lead scheme
  • Employee Assistance Programme
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