Customer Retention and Renewals Manager

Customer Retention and Renewals Manager
The customer retention and renewals manager is responsible for managing existing customers at the end of their lease, by supporting them with a new lease vehicle and retaining them as a customer. The role requires a relationship management approach to nurture and support our existing customers. This is a new role in the business, with the opportunity for the right individual to make a significant impact in a dynamic, growing online SME.
The role requires contacting both private individuals and business customers towards the end of their current lease agreements to understand their requirements for their next vehicle. You will then provide quotes for the customer, check vehicle availability, secure the order in line with financial regulatory standards, consumer duty and within our high customer experience policies and procedures.
Responsibilities and Duties
* Proactively contact customers from 6 months before their end-of-lease to identify their requirements for their next vehicle. This is by phone, email, video call and text.
* Ensure that the customer is followed-up to gain a response, and then at the next appropriate point in the lifecycle based on their future requirements to nurture the customer relationship.
* Identify any further requirements from the customer such as additional vehicles for a business.
* Provide accurate and timely information and quotations to the customer for their next vehicle or vehicle extension, and then follow up with the customer to gain feedback.
* Ensure accuracy of information provided for finance applications and order forms by checking this with the customer before submission.
* Ensure that consumer duty is adhered to and all Synergy policies and process are followed.
* Keep accurate records in the CRM system of customer details, and use the CRM system to ensure that follow ups to customer are documented and flagged when due, which can then be acted on.
* Work with the Client Services Team to ensure clear communication with third parties and the customer, maintaining our excellent customer service levels.
* Work with the marketing and data/pricing team for any marketing materials to send to existing customers; any specific pricing requirements or data/contact lists to promote strong deals for renewal customers.
* Be an active member of the wider sales team and wider company team.
* Provide monthly reports to SLT and line manager against objectives and targets, as well as background/anecdotal information from customers.
* Achieve volume, profit, customer service and compliance targets.
Qualifications and Skills
* Minimum 2-3 years in a similar sales, telesales, customer service or retention role, preferably from an automotive background but this is not essential
* Strong customer relationship management skills, with the ability to consistently follow-up with customers over several months
* Ability to manage multiple online quoting systems; with strong numerical skills
* Excellent communication and articulation skills, both written and verbal
* Excellent attention to detail and organizational skills
* Strong resilience and able to work effectively through set procedures and processes
* Team player, working with sales team colleagues and other departments
* Ability to work towards targets and performance KPIs
About Synergy Car Leasing:
Synergy Car Leasing, established in 2006, is one of the leading vehicle leasing providers in the UK. We’ve achieved the Feefo 10 Years of Excellence Award, for a decade of best-in-class customer service. We're Feefo 5 Star Rated by our customers. Synergy is also Broker of the Year 2025 and 2024 and was recognised for the Best Customer Service 2026, 2025 and 2024 by Broker News.
A member of the British Vehicle Rental and Leasing Association (BVRLA), Synergy is committed to the highest standards of service, fair terms & transparency. You will be looking for a challenging role where your contribution is recognised and rewarded within a dynamic environment. We want our people to achieve their goals and dreams, believing in a team-work culture where personal growth and potential are valued. Our well-located office is based in Hornbeam Park, Harrogate (HG2 8RB), 2 mins walk from Hornbeam Park train station, on the Leeds side of Harrogate close to Leeds Road, also with free car parking
Job Type: Full time
Location: Harrogate, North Yorkshire, HG2 8RB (2 mins walk from Hornbeam Park train station)
Salary: Up to £30,000 basic salary with OTE of £50,000+
You may have experience of: Customer Retention Manager, Renewals Manager, Account Manager, Relationship Manager, Telesales Executive, Sales Executive, Customer Success Manager, Retention Specialist, Customer Lifecycle Manager, Fleet Sales, Vehicle Sales, Automotive Sales, Car Leasing, Vehicle Leasing, Fleet Leasing, Contract Hire, PCH, BCH, Personal Contract Hire, Business Contract Hire, SME Sales, B2B Sales, B2C Sales, lease renewals, end-of-lease etc
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