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.
Top Skills
What We Do
Checkatrade is one of the UK’s top online marketplaces for home improvements and repairs. Our mission is to be the trusted foundation of every home by connecting people with trades and tools to make home improvements easy – because we believe safe and happy homes improve lives, support livelihoods, and build communities. From our humble beginnings in 1998 to becoming a national household name, we’re on an exciting journey. For more than 25 years Checkatrade has stood for reputation and raising standards – whether that is for our trade members, consumers, or our colleagues. We think big and are passionate about changing the face of home improvements and repairs. Today, we are a modern online marketplace and a force for good. We strive every day to support people to improve their homes and we don’t settle for the status quo – we are evolving, innovating, and growing. With generous investment from private equity partners Brookfield, we have an ambitious growth plan and a robust roadmap to get there. Led by our values – Be All In, Always Customer Obsessed, Get It Done, Be Bold, and Do The Right Thing – we are 500 high-performing individuals working across the UK, with high-spec offices in London and Portsmouth. We are here to be the best and inspire others to do the same, and to get there we need exceptionally talented, bright, and driven people – so if that sounds like you, you couldn’t join at a better time!
