Join us, be part of more.
We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.
About your team:
We’re the pride of Ireland. Bord Gáis Energy have been powering the nation’s homes and businesses for almost 40 years. But now, we’re so much more than just gas and electric. Through our unique combination of household heroes and energy assets, we’re at the heart of the energy transition in Ireland, strengthening the country’s energy security and helping customers get ready for a net zero future.
We have a great opportunity for a Customer Retention Manager to develop the retention strategy for existing customers and stop customer loss across all channels. You’ll have ownership over customer loss and retention KPIs and will track and report on customer losses and retention rate numbers for all channels. You’ll identify upselling opportunities to maintain and increase customer lifetime value, and will recommend and implement programs to support customer retention.
You’ll also collaborate with a variety of other teams, including marketing, sales, product, pricing, finance, and customer care, to agree and implement the retention strategy. You’ll categorise reasons for customer churn and implement measures to mitigate these risks. You’ll create win-back strategies for lost customers, and will measure the effectiveness of retention initiatives by analysing post-campaign metrics and ROI.
About the role:
Core Ownership & KPIs:
- Owns customer retention, churn, and losses KPIs across all channels.
- Tracks and reports weekly/monthly performance.
- Drives retention, revenue, and customer growth.
Retention Strategy & Reporting:
- Develops and delivers multi-channel retention strategies.
- Reports on retention, churn, CLV, and losses.
- Analyses customer behaviour to identify risks and re-engagement opportunities.
- Measures effectiveness and ROI of retention activity.
Churn Prevention & Win-Back:
- Identifies churn drivers and implements solutions.
- Leads 90-day retention plan using digital, contact centre, email, and field sales.
- Designs data-led initiatives: loyalty schemes, offers, personalised comms.
- Collaborates with CVM and marketing on targeted campaigns.
Stakeholder Engagement:
- Works with Marketing, Sales, Product, Finance, and Customer Care to align strategy.
- Supports renewals and upsell plans with Commercial/Finance teams.
- Engages with Digital, Ops, and vendors to ensure delivery and performance.
- Supports post-campaign teams with insight and recommendations.
Here’s what we’re looking for:
- Experience of delivering business KPI’s. Experience of working with Customer acquisition and retention.
- Experience of Analytical Skills: Ability to interpret data, identify trend and develop actionable insights.
- Experience in Problem-Solving: Creative and resourceful in crafting retention strategies and addressing customer pain points.
- Experience of Stakeholder management
- Strong commercial acumen
- Excellent communication and inter personnel skills with persuasive and empathetic communication to address the need.
Why should you apply?
We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.
https://www.morethanacareer.energy/bordgais
If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.
Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.
