Title: Retention Team Lead
About Us:
Stericycle is a U.S. based business-to-business services company and leading provider of compliance-based solutions that protects people and brands, promotes health and well-being, and safeguards the environment. Since our founding over 30 years ago, we have grown from a small start-up in medical waste management into a leader across a range of increasingly complex and highly regulated arenas, serving healthcare organizations and commercial businesses of every size. Every day, we help our customers solve complex challenges by safely managing materials that could otherwise spread disease, contaminate the environment, or compromise one’s identity.
Join us on our mission to protect health and well-being in a safe, responsible, and sustainable way.
Position Purpose:
The Retention Team Leader will be responsible for the management of a team of Retention Specialists to drive the business through management of achievement of targets, inputs, outputs and quality to enable the team to deliver on the mitigating of business revenue and profitability risk through commercial issue identification, issue investigation & resolutions and the end to end contract negotiation of existing customers assigned to non-book of business portfolio clients, providing renegotiation of existing agreements and managing customer contract lifecycles through negotiation to renewal/ termination off boarding.
Key Job Activities:
Build, lead, nurture and coach a team of customer facing representatives to facilitate communications on behalf of the business, verbal &/or written, including the negotiation of contracts for existing customers, who are seeking to reduce volume &/or frequency of service / terminate agreements of service, or for those who pose risk to future account/revenue attrition.
Be the point of advanced expert knowledge and escalation for subject matter experts of commercial contracts relating to BU specific services for customer queries relating to commercial agreements, terms and conditions & commercial financial aspects.
Ensure through continual quality and performance management the compliance of team member maintaining all communications, client integration, pricing commitments, agreements & approvals are being efficiently logged within the business recognised CRM (Currently SFDC), ensuring clarity and transparency to all users, including for auditing and reporting purposes.
Routinely conduct documented call & communication quality monitoring, providing feedback and coaching as required to ensure the standards of quality interactions are being maintained.
Effectively utilise technology-based CRM (Customer Relationship Management) tool to document any direct customer engagements, including agreements, actions, approvals and outcomes. Keep comprehensive and accurate notes in the system.
Work with & support cross functional team managers including but not limited to transportation, MD/billing, collections, and customer experience departments to assist in providing satisfactory resolutions to customer enquiries in order to promote strong business relationships & retain business.
Follow and promote the Shred-it policies for team members, especially but not limited to the Commercial DOA, Pricing books/rate cards, SFDC policies, Tender and bidding processes and standard codes of Ethics and Health and Safety that ensure Shred-it is a great place to work.
Exercise appropriate advanced due diligence for discretion for credits and approvals in accordance with departmental policies by utilising the tools and technology provided.
Creation and refinement of business cases for tactical or strategic activities to support the best approach of proactive attrition protection.
Education:
Experience (North America & LATAM):
Required Education: High School or equivalent.
Preferred Education: Associate's or equivalent
Experience (EMEAA):
2-4 years of management experience preferred.
Must be qualified to work in the UK and have a clean criminal records check.
University/college education or similar relevant sales / commercial experience preferred.
Confident and proficient people manager in leading, coaching & performance managing.
Strong computer literacy, including but not limited to Microsoft Office suite.
Proficient in the use & understanding of CRM systems, Salesforce, preferred
Excellent time management, self-discipline & organisational skills.
Energetic, highly motivated & results oriented with a constant positive attitude – motivated by success.
A strong negotiator with exceptional listening skill, with the ability to understand, interpret and match the circumstances to a desirable outcome suitable to all parties.
Experience of operating within a competitive, high-pressure environment, preferably as part of a target driven team.
Ability to be able lead and operate under pressure in a high volume, competitive commercial environment, as part of a team.
Certifications and/or Licenses:
Benefits:
Our Promise:
Stericycle is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.
Disclaimer:
The above description is meant to provide a summary of the nature and level of work being performed; it should not be construed as an exhaustive list of all responsibilities, duties and requirements of the job. This document does not create an employment contract, implied or otherwise, and it does not constitute any right or guarantee of employment condition. This position is open to people with disabilities. Stericycle will consider requests for workplace accommodations for protected physical or mental limitations in accordance with its human resources and risks prevention policies and local laws. To the extent permissible under local law, and consistent with business necessity, Stericycle reserves the right to modify the content formally or informally, either verbally or in writing, at any time with or without advance notice.