Culture: Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.
Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
Health & Wellness: Competitive health benefits right from the start including health & wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidential counseling, mental health support, and various resources to help you navigate life’s challenges.
Competitive Compensation: We offer a highly competitive salary package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
Flexibility: We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.
Technology: Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.
Safety Focused: We care about you and have committed to a zero-harm workplace.
Reporting to the Vice President, Commercial Account Management, the Manager, Commercial Retention is responsible for managing a team of retention specialists, focusing on reducing customer churn within the Commercial client base. You bring a deep understanding of our customer retention strategies, sales process, process improvement, and data analysis to drive successful retention outcomes.
What you’ll do:
- Lead, mentor, and manage a team of commercial retention specialists.
- Foster a collaborative and high-performance team environment focused on customer retention and satisfaction.
- Develop and implement training programs to enhance team skills and knowledge.
- Create and oversee processes and metrics related to commercial customer retention, loyalty, and churn.
- Develop and execute strategic plans to reduce overall commercial attrition.
- Implement initiatives to enhance customer loyalty and satisfaction.
- Manage contract renewals and pricing for existing, assigned, commercial customers.
- Oversee inbound and outbound account management and customer support activities.
- Ensure timely and effective resolution of customer issues and inquiries.
- Analyze customer accounts and buying behavior to identify trends and opportunities for improvement.
- Develop and present regular reports on retention metrics and performance.
- Utilize data to make informed decisions and drive continuous improvement in retention efforts.
- Work closely with operations, service/delivery, and marketing to ensure alignment and support for retention initiatives.
- Provide feedback on solutions and improvements based on customer input.
- Continuously evaluate and improve retention processes and workflows.
- Implement best practices and innovative solutions to enhance efficiency and effectiveness.
- Post secondary education in Business Administration, Commerce, Economics or Finance.
- Three to five years of professional sales experience.
- Proficiency in CRM systems, including Salesforce, and experience with data analysis & reporting, customer segmentation & targeting, and retention strategy development.
- Expertise in client conversation, cross-functional team collaboration, negotiation and influence, dynamic presentations, and professional written communication across reports, emails, and messaging platforms.
- Strong problem-solving, strategic thinking, and proactive innovation across short-term and long-term challenges
- Collaborative mindset with sound judgment, customer focus, and regulatory awareness
- Data-driven decision-making with an eye for operational efficiency and continuous improvement
- Valid driver’s license and access to a vehicle
"Here at Superior Propane we are an equal opportunity employer committed to the inclusion and accommodation of all individuals. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at [email protected] to let us know how we can enhance your experience."
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