Customer Service Manager - Retention SME Direct

Lead an operational leadership team within the SME retention business, managing Sales Team Managers and Sales Coaches across telephony, webchat, and email. Drive commercial performance against sales and retention targets while optimizing resource and capacity planning, monitoring operational KPIs, and managing risks. Ensure outstanding customer outcomes, resolve escalations, support NPS goals, and collaborate with marketing, finance, digital, planning, and distribution to deliver the SME growth strategy.