Customer Retention Manager & Transport

Lloyds Bank plc; Manchester; Hybrid; GBP 59,000 - GBP 67,000; Full time

Job summary

A leading financial services company in the UK is seeking a Customer Retention Manager for their Transport division. This role involves implementing customer retention initiatives across both B2B and B2C channels, managing supplier relationships, and driving continuous improvement. The ideal candidate has experience in customer retention within financial services or automotive sectors, strong analytical skills, and the ability to work collaboratively. Competitive salary of £59,850 to £66,500 with hybrid working options is offered.

Benefits

Generous pension contribution

Annual bonus award

Share schemes

30 days' holiday

Wellbeing initiatives

Qualifications

• Experience with delivering customer retention initiatives in financial services or automotive sectors.
• Strong analytical skills and problem-solving abilities.
• Ability to lead and inspire partners.

Responsibilities

• Manage and drive innovation with retention suppliers.
• Implement and manage a breadth of retention initiatives.
• Produce best practices for Account Managers and external partners.

Skills

Customer retention initiatives

Analytical skills

B2B partnerships

Team collaboration

Job description

**End Date**Wednesday 18 February 2026**Salary Range**£59,850 - £66,500**Flexible Working Options**Hybrid Working, Job Share**Job Description Summary**.**Job Description****JOB TITLE: Customer Retention Manager - Transport****LOCATION: National (Flexible).****Salary: £59,850 - £66,500****HOURS: Full time****WORKING PATTERN: Hybrid, 40% (or two days per week) in one of our office hubs mentioned above. Our Transport hubs are Manchester and Newport but regular travel will be required.****About this opportunity**This exciting new role of Customer Retention Manager - Transport is critical to delivering one of Black Horse and Transport’s key growth objectives – Customer Retention. This unique and varied role will develop and delivery initiatives across B2B and B2C channels for Black Horse Distribution (cars and bikes) and OEM partnerships.With a current portfolio of nearly 900,000 customers its important we give our existing customers great in-life and end of contract experiences to increase loyalty and ensure Black Horse/LBG is the lender of choice when financing their next vehicle.**Key Responsibilities:*** Support the Retention Strategy and implement and manage a breadth of initiatives including B2C (business to consumer) marketing activity, dealer training, retention toolkits and loyalty incentives and propositions.* Manage and drive innovation with existing retention suppliers (Keyloop’s P360 system), manage day to day relationship as well as monthly and quarterly review meetings.* Produce best practice activities for internal Account Managers and also external Dealers and partners. These could include newsletters, training modules, contact strategies.* Own retention performance including reports and insights to influence and drive existing customers staying within Transport and the wide group.* Coordinate the integration and opportunities of retention into new technologies (eg Solifi, AI and existing DMS (Dealer Management Systems)) to enhance easy and seamless customer and retailer retention journeys.* Research competitors and industry trends to keep the business at the forefront of retention and best practice for serving and retaining our existing customers.* Champion customer-centric thinking and challenge the status quo to drive continuous improvement.* Raise awareness of retention with Transport and beyond, showcasing opportunities, insight, training and knowledge sharing across teams and partners.* Travel to Retention suppliers, Dealers and a range of LBG offices on a regular basis to build relationships.**Skills & Experience:*** Experience with delivering customer retention initiatives in financial services or automotive sectors.* Tried problem-solving abilities and strong analytical skills.* Experience in motor finance or automotive environments.* Ability to lead partners and inspire change.* Understanding of B2B partnerships and dealer operations.* Ability to work collaboratively across departments and with external partners and suppliers.* Knowledge of technologies and regulatory frameworks.**Desirable**:* Experience in marketing either B2B or B2C.* Strong data visualisation and reporting skills.* Awareness of compliance, data protection, and industry regulations.**About working for us!**Our ambition is to be the leading UK business for diversity, equity and inclusion, supporting our customers, colleagues, and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative.We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. And, as a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long-term health or neurodivergent condition through the Disability Confident Scheme.We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need.## **We also offer a wide-ranging benefits package, which includes:*** A generous pension contribution of up to 15%* An annual bonus award, subject to Group performance* Share schemes including free shares* Benefits you can adapt to your lifestyle, such as discounted shopping* **30** days’ holiday, with bank holidays on top* A range of wellbeing initiatives and generous parental leave policies**Apply today and find out more!****At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.****We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.****We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.**With 320 years under our belt, we're used to change, and today is no different. Join us and help drive this change, shaping the future of finance whilst working at pace to deliver for our customers.Here, you'll do the best work of your career. Your impact will be amplified by our scale as you learn and develop, gaining skills for the future.