Manager, Commercial Retention

Reporting to the North American Vice President, Commercial Growth and Retention, 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.

Why join us:

Culture: Join a supportive and inclusive work environment where collaboration, respect, and open communication are at the core of everything we do.
Competitive Compensation: We offer a highly competitive compensation and total rewards package, ensuring that your hard work and dedication are recognized and rewarded accordingly.
Flexibility: We understand the importance of work-life balance and offer various flexible schedules to help you manage your personal and professional commitments effectively.
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.
Employee Assistance Programs: We care about you! You and your family will have access to LYRA, an industry leading platform that provides comprehensive support and a myriad of resources to help support your physical, mental, financial and social well-being.
Opportunity: A continuous focus on professional development with many opportunities for training & career growth.
Safety Focused: We care about you and have developed a 24/7 safety mindset that is showcased throughout every facet of the organization.

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.
• Legal Authorization to work in the US is required. We will not sponsor individuals for employment visas now or in the future for this job opening.

The expected annual base salary range for this role is $95,000 - $100,000 a year. This position is also eligible for a monthly commission plan with a bridge build-up period. This position may be eligible for other annual bonus payout programs.

Please note the compensation information shown above is a general guideline only. Salaries are based upon candidate skills, experience, and qualifications, candidate’s geographical location, as well as market and business considerations.

Here at Superior Plus Propane, we are an equal opportunity employer committed to the inclusion and accommodation of all individuals, we welcome all qualified candidates to apply. If you have an accommodation need during the recruitment & selection process, we encourage you to connect with us at [email protected] to let us know how we can enhance your experience.