Job Title: Commercial Operations Manager (Upsell, Proactive & Field Retention)
Location: Newcastle (with some travel required)
Reports to: Head of Retentions
Salary: Competitive
Role Overview
We are seeking a highly motivated and commercially focused Commercial Operations Manager to oversee the delivery, strategy, and performance of key retention functions across multiple regions. This role will be pivotal in driving customer loyalty, revenue growth, and churn reduction by managing our Upsell, Proactive Retention (Winback & Protective actions), and Field Retention activities.
Working directly with the Head of Retention, you will be responsible for the operational execution, continuous improvement, and strategic development of outsourced and in-house teams, ensuring high performance, customer satisfaction, and measurable results.
Key Responsibilities
Upsell Function:
Lead the operational management and strategic direction of the Upsell team, split between the UK and an outsourced partner.
Drive revenue growth through effective customer engagement, upsell opportunities, and sales optimisation.
Build strong relationships with the outsource partner to ensure alignment, compliance, and consistent performance delivery.
Proactive Retentions:
Oversee and evolve Win-back and Protective Retention strategies to reduce churn and re-engage lapsed customers.
Develop targeted campaigns and customer journeys to protect at-risk customers and encourage returning customers.
Monitor and evaluate performance metrics, customer feedback, and market trends to inform strategy.
Align with all GDPR and Compliance regulations, introducing policies to ensure we are compliant.
Field Retention:
Manage the Field Retention function to support in-person interventions when customers are dismantling systems.
Conduct analysis of field performance, customer behaviours, and retention effectiveness to identify trends and opportunities.
Provide tactical decision-making support in the field to maximise save rates and customer experience.
Lead and coach the field team to ensure strong delivery, consistent standards, and alignment with broader retention goals.
Strategic & Operational Delivery:
Translate strategic retention goals into operational plans, ensuring measurable outcomes.
Continuously review and refine processes to improve efficiency, customer experience, and retention effectiveness.
Produce performance reporting, insights, and recommendations for senior leadership.
Skills & Experience
Proven experience in customer retention, sales operations, or customer success, ideally within subscription-based or service-led industries.
Experience managing both in-house and outsourced teams across multiple geographies.
Strong people management skills – able to lead, motivate, and develop teams at different levels and across different regions.
Strong analytical and data-driven mindset, with the ability to translate insight into actionable strategies.
Excellent stakeholder management and communication skills.
Commercially focused with a proven track record of delivering results.
Experience in proactive and field-based customer engagement would be highly advantageous.
What We Offer
The opportunity to shape and lead critical retention functions with direct impact on company growth.
Exposure to strategic decision-making at senior leadership level.
A collaborative and supportive working environment across international teams.
Competitive salary and benefits package.
Benefits Package: At Verisure, we value our team members and offer a comprehensive benefits package to enhance your experience:
Enjoy your birthday off as a special treat.
Access to private healthcare and MediCash cash plan.
Satisfy your cravings at our onsite coffee shop and our canteen.
Stay active with discounted gym and health club memberships.
Unlock a world of freebies and discounts with PerkBox.
Earn rewards through our employee referral program.
Enjoy discounts on our alarm systems.
Contribute to a greener lifestyle with the Cycle to Work Scheme.
We offer an enhanced maternity leave.
