Retention & Credit Control Manager

As our next Retention & Credit Control Manager, you will lead the execution of retention strategies, driving initiatives to reduce churn, improve renewal rates, and enhance member engagement. Moving beyond traditional call centre retention, you will ensure proactive intervention, leveraging self-serve capabilities, automation, and AI-driven insights to catch potential churn risks before they escalate.

Forget long lists, here’s what you’ll actually spend your time on:

• Retention Strategy & Execution

• Credit Control Strategy & Execution

• Customer & Employee engagement

• Data-Driven Decision Making & Performance Tracking

• Cross-Functional Collaboration & Innovation

It’s not about ticking every box. It’s about turning up curious, ready to crack on. You’ll do well here if you bring:

• Ability to track and interpret churn, renewal rates, collections percentages, and revenue retention metrics to drive actionable improvements.

• Strong experience with Salesforce, Braze, or similar customer lifecycle tools to manage retention and Credit Control workflows

• Expertise in designing and executing segmented retention and credit control strategies based on trade behaviour and lifecycle stage

• Understanding of WFM, telephony platforms, and offshore team management, ensuring retention and credit control teams meet or exceed KPIs

• Proven ability to measure and optimise UK vs. BPO retention performance while aligning with business objectives

• Experience leading cross-functional retention credit control initiatives with Product, CRM, Engineering, and Revenue Operations teams

• Ability to identify and leverage self-serve tools, AI-driven retention models, and automated engagement strategies

• A strong grasp of financial metrics, revenue impact, and long-term retention planning to drive sustainable business growth

• Experience managing high-performing teams, with a focus on training, engagement, and continuous improvement

We believe great work deserves great rewards. Here’s just a taste:

• Competitive salary + annual bonus

• Health, well-being and learning support

• Gym membership, Smart Tech Scheme and Cycle Scheme

• Birthday/Special day leave

• Buy & sell holiday scheme

• 1 week’s paid charity leave and much more!

How we’ll get to know each other:

• Screening call with one of our Talent Acquisition Partners

• Three stage interview process with the hiring manager and team, and a case study.

If this sounds like the place where you can do your best work, we’d love to hear from you, even if you don’t tick every box.

About us

We’re Checkatrade – the UK’s leading platform for finding a tradesperson. With more than 50,000 trades listed and over 6 million reviews, we help homeowners get jobs done right and help tradespeople grow their business.

We’re growing fast, with big plans to become the go-to brand for home improvements. If you care about great work, take pride in the details, and want to make an impact, you’ll fit right in.