Neil Dryer
Senior Retentions Manager @Shell Energy
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WORK HISTORY
Senior Retentions Manager @Shell Energy
London, GB
I spearhead the strategic planning and execution of initiatives aimed at enhancing customer retention, engagement, and profitability. With a keen understanding of customer behaviours and competitive dynamics, I lead teams to drive sustainable growth through targeted retention strategies.Specific Duties & Skills: Strategic Planning: Establish a retention team and formulate customer retention and engagement strategies aligned with objectives. Metrics & KPI Achievement: Own retention performance metrics, driving teams to achieve retention targets and attain ROI. Cross-functional Collaboration: Collaborate with marketing, operations, and finance to align strategies and optimise resource allocation. Training & Development: Implement training programs for retention agents to enhance customer interactions and retention rates. Churn Management: Develop proactive churn prevention strategies based on data insights and customer feedback. Competitive Analysis: Monitor competitor activities and market trends to develop retention strategies.Key Contributions: Increased retention save rates to 81%, securing +50% of renewals on contracts across a 500K+ customer base. Maintained a 6K+ annual increase in customer base through tailored agent training and objection handling strategies. Reduced churns and increased revenue by launching effective cross-selling campaigns for products. Enhanced performance and satisfaction scores by +15% through effective communication strategies. Engaged high-risk customers pre-90 days, reducing churn rates by +10% during critical periods. Implemented cost-saving measures that resulted in a +20% reduction in expenses. Developed a customer feedback program that increased feedback response rates by +30%. Introduced a customer loyalty program that contributed to a +25% increase in customer retention rates. Facilitated the planning and execution of voice campaigns for a team of 250+ contact agents.
EDUCATION
CIPD Qualifications
Design and training Practice
Colchester Institute
HND
SKILLS
ABOUT NEIL DRYER
With over two decades of strategic leadership in customer retention across…
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