Job Description

Better places, thriving communities.
Better places, thriving communities.
Client Retention Director - Security Services
Main Purpose of Role
The Client Retention Director will be responsible for overseeing and driving the company's client retention strategies within the Physical Security sector across the UK. By cultivating and maintaining strong, long-term relationships with existing clients, the role aims to ensure high customer satisfaction, promote repeat business, and maximise client lifetime value across key industries, including but not limited to Corporate Accounts, Tech, Media & Telecoms, Manufacturing, Education, Retail, Maritime and Aviation, Logistics and Distriubution and Critical National Infrastructure.
Key Duties and Responsibilities

• Lead and Strengthen Client Relationships: Actively manage and enhance relationships with key existing clients to build long-term trust and ensure ongoing satisfaction.

• Drive Client Retention Strategies: Develop, implement, and refine tailored retention strategies that prioritise client loyalty and continuous engagement, leading to repeat business and referrals.

• Identify New Opportunities within Existing Accounts: Consistently identify growth opportunities by understanding client needs, presenting additional services, and ensuring the client's evolving requirements are met.

• Work in Partnership with Operations Teams: Collaborate with internal teams to ensure clients receive top-tier service, high-quality solutions, and timely support, ensuring their continued satisfaction and loyalty.

• Lead Negotiations and Contract Renewals: Cultivate strong relationships to facilitate smooth negotiations and renewals of existing contracts, ensuring mutually beneficial terms and outcomes.

• Maintain Accurate Client Data: Ensure all client information, business development activities, and interactions are accurately recorded on Salesforce to support efficient retention and growth efforts.

• Regular Client Reporting and Updates: Provide consistent updates to the leadership team on client status, retention metrics, and any new opportunities within existing accounts.

• Collaborate with Internal Stakeholders: Work closely with the Business Development Director, Commercial team, and other departments to align retention strategies with broader company objectives and ensure seamless execution.

• Showcase the Company's Value Proposition: Promote the company's expertise and success stories to reinforce its value in clients' eyes, using case studies and success narratives to strengthen relationships.

• Contribute to Strategic Planning: Offer valuable insights to the business planning process, including recommendations on client-focused strategies and emerging market opportunities.

Job Context/Key Challenges

• Foster Client Retention in a Competitive Market: Successfully navigate a competitive market by delivering exceptional customer service and ensuring the long-term satisfaction of existing clients.

• Balance Client Loyalty and Business Expansion: Ensure the company grows through new business opportunities while maintaining a strong focus on retaining high-value existing clients.

• Adapt to Client Needs: Manage complex client expectations and continuously adapt strategies to meet their evolving needs while maintaining strong relationships.

Dimensions

• Comprehensive Client Understanding: Develop an in-depth understanding of the client base and their specific needs to drive retention and identify new growth opportunities within accounts.

• Expert Knowledge of Company Capabilities: Leverage a thorough understanding of the company's full range of capabilities to offer clients tailored, high-quality solutions.

• Advanced Sales and Negotiation Skills: Demonstrate strong sales, negotiation, and relationship-building skills to secure long-term contracts and repeat business.

• Retention Performance and Target Achievement: Set and achieve retention-focused goals using SMART targets, ensuring consistent performance and client satisfaction.

Qualifications and Experience

• Extensive experience in client retention, sales, or business development with a focus on long-term relationship management.

• Strong communication and presentation skills, with a proven ability to influence clients and build lasting relationships.

• Self-motivated with the ability to drive retention efforts and meet challenging targets.

• Highly organised, with the ability to manage multiple client relationships and priorities effectively.

• Proficient in IT tools, including CRM systems.

• Demonstrates impeccable integrity, professionalism, and ethical behaviour in all client interactions.

The Client Retention Director will play a pivotal role in ensuring long-term client satisfaction, loyalty, and growth within the Physical Security sector, driving both retention and business development strategies to achieve sustained success.
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we'll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days' holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of 10,000!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
Since 1987, Mitie's 76,000 employees have been maintaining companies globally. We are the UK's leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
Join our Mitie Team.
Together our diversity makes us stronger.
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
When you join us, we'll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days' holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of 10,000!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
Since 1987, Mitie's 76,000 employees have been maintaining companies globally. We are the UK's leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
Join our Mitie Team.
Together our diversity makes us stronger.

Skills Required