Retention & Growth Manager

Our Retention & Growth Team is responsible for two keys areas; Customer Retention – ensuring long-term continuity and sustainability of our customer base; Portfolio Growth – expanding revenue in line with Gross Profit (GP) and Annual Recurring Revenue (ARR) targets. This team leads the migration of customers onto new MarTech commercial models and updated contracts as part of the company’s wider business transformation. In parallel, the team drives revenue optimisation by: Upselling customers to higher-value Platform Offers or Service Packages; Cross-selling additional services or add-ons; Expanding existing customers into new markets or programmes; Downgrading customers to more suitable Platform Offers or Service Packages where appropriate. The Retention & Growth Manager is responsible for managing and negotiating customer transitions to new MarTech contracts at both local and global market levels. The role is accountable for delivering against targets set by the R&G Team Leader. The position reports directly to the local R&G Team Leader, who provides day-to-day line management and training. The broader R&G function reports into the Head of Retention & Growth, ensuring alignment across markets on processes, performance tracking, and reporting. The role at its core will require ownership of customer relationships on the topic of renegotiations, upsell, and downgrade opportunities – ending in signed contracts. For the purpose of Retention & Growth this role will be expected to liaise with many other departments within the business including Client Services, GtM, GBOps, Legal, Info-sec, Finance and our technical teams to name the most common. The R&G team are committed to working as a virtual team – exchanging knowledge, aligning processes, and delivering data and insights from their teams. This team is also likely to support other market R&G teams where needed and therefore not isolated to one single market support.