Manager, Commercial Retention

What we will offer you:

Culture:

Join a supportive and inclusive work environment where teamwork, respect, and open communication are at the core of everything we do.

Opportunity:

A continuous focus on professional development with many opportunities for training & career growth.

Health & Wellness:

Competitive health benefits right from the start including health & wellness spending accounts & maternity leave top-up. Access our employee assistance program for confidential counseling, mental health support, and various resources to help you navigate life’s challenges.

Competitive Compensation:

We offer a highly competitive salary package, ensuring that your hard work and dedication are recognized and rewarded accordingly.

Flexibility:

We understand the importance of work-life balance, we offer flexible hybrid work options to help you manage your personal and professional commitments.

Technology:

Work with state-of-the-art tools and technologies that empower you to excel in your role and stay at the forefront of industry trends.

Safety Focused:

We care about you and have committed to a zero-harm workplace.

Reporting to the Vice President, Commercial Account Management, the Manager, Commercial Retention is responsible for managing a team of retention specialists, focusing on reducing customer churn within the Commercial client base. You bring a deep understanding of our customer retention strategies, sales process, process improvement, and data analysis to drive successful retention outcomes.

What you’ll do:

- Lead, mentor, and manage a team of commercial retention specialists.

- Foster a collaborative and high-performance team environment focused on customer retention and satisfaction.

- Develop and implement training programs to enhance team skills and knowledge.

- Create and oversee processes and metrics related to commercial customer retention, loyalty, and churn.

- Develop and execute strategic plans to reduce overall commercial attrition.

- Implement initiatives to enhance customer loyalty and satisfaction.

- Manage contract renewals and pricing for existing, assigned, commercial customers.

- Oversee inbound and outbound account management and customer support activities.

- Ensure timely and effective resolution of customer issues and inquiries.

- Analyze customer accounts and buying behavior to identify trends and opportunities for improvement.

- Develop and present regular reports on retention metrics and performance.

- Utilize data to make informed decisions and drive continuous improvement in retention efforts.

- Work closely with operations, service/delivery, and marketing to ensure alignment and support for retention initiatives.

- Provide feedback on solutions and improvements based on customer input.

- Continuously evaluate and improve retention processes and workflows.

- Implement best practices and innovative solutions to enhance efficiency and effectiveness.

What you bring:

- Post secondary education in Business Administration, Commerce, Economics or Finance.

- Three to five years of sales leadership experience.

- Proficiency in CRM systems, including Salesforce, and experience with data analysis & reporting, customer segmentation & targeting, and retention strategy development.

- Expertise in client conversation, cross-functional team collaboration, negotiation and influence, dynamic presentations, and professional written communication across reports, emails, and messaging platforms.

- Strong problem-solving, strategic thinking, and proactive innovation across short-term and long-term challenges.

- Collaborative mindset with sound judgment, customer focus, and regulatory awareness.

- Data-driven decision-making with an eye for operational efficiency and continuous improvement.

- Valid driver’s license and access to a vehicle.

Superior Propane is Canada’s leading and reliable propane provider. Customers have trusted the experts at Superior to fuel their homes and businesses since 1951. Customer Focus, Performance, Safety, and Winning with People are the four key values that are the foundation of everything that we do.

"Here at Superior Propane we are an equal opportunity employer committed to the inclusion and accommodation of all individuals. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at aoda_hr@superiorpropane.com to let us know how we can enhance your experience."