Customer Retention & Growth Manager

Who are we?

Founded in 1859, The Corps of Commissionaires Management Limited, now Corps Security, was a business initially built to provide employment for ex-servicemen on return from the Crimean War.

By sticking true to our values of ‘loyalty, integrity, service’, we have become the UK’s most established and respected specialist security services provider.

Who are we looking for?

The Customer Retention & Growth Manager (CRGM) plays a key role in supporting sevice delivery, driving contract retention and continuous improvement across the Major Accounts portfolio.  

Working closely with the Divisional Director and Key Accounts Director, the CRGM provides senior operational support and acts as a key interface for major account stakeholders. The role has a strong focus on enhancing service quality, resilience, and client confidence through performance management, proactive risk mitigation, and the introduction of intelligence-led and technology-enabled solutions available within the business. 

This role will be based in London, Monday to Friday, requiring you to travel around the city 2-4 of those days. 

What we offer:

We are a recognised Real Living Wage Foundation partner and Social Enterprise. We offer a wide range of industry leading benefits, including:

• 25 Days annual leave per annum
• Company sick pay scheme
• Access to Digital GP & Medicash Scheme *subject to conditions*
• Excellent Company Pension Scheme
• Death in Service - 3x salary (subject to company pension enrolment, upon completion of probationary period)
• Enhanced Family Leave Pay
• High staff discounts & rewards scheme
• Recruitment bonus scheme
• New business lead scheme 
• Employee Assistance Programme

What you will need:

• Excellent communication skills and a strong customer focus.
• A valid SIA Front-Line License - essential
• A valid SIA CCTV License – desirable
• Previous Security Management experience.
• Confidence and ability to establish and maintain good and effective working relationships at all levels.
• Ability to work to deadlines, multitasking and working under pressure.
• Excellent IT Skills including Microsoft Software Packages (e.g. Excel)
• Able to achieve vetting to BS7858 Standards

What are you going to do:

• Support the Divisional Director in overseeing service delivery and performance 
• Ensure delivery against KPIs, SLAs and contractual requirements across all assigned accounts
• Support Key Account Directors and operational teams to identify and address performance risks, service gaps and emerging issues 
• Design, implement, and monitor accounts development and service improvement plans
• Contribute to long-term account strategies focused on resilience, innovation, and client confidence 
• Support the controlled implementation of new solutions, ensuring operational readiness and minimal disruption
• Act as senior escalation point for complex operational and employee relations issues, incidents, or service challenges
• Support audits, inspections, and compliance reviews across the portfolio
• Monitor incidents, complaints, and escalations, ensuring corrective actions are implemented and sustained

Please Note - these are the key elements of the role and a full Job Description will be provided

Diversity is important to Corps Security; we believe that each individual has unique talents to contribute to the business. We believe that creating an inclusive environment in which individuals are valued is fundamental to our business success and we are committed to working towards achieving this.

Corps Security adheres to the principles of Equal Employment Opportunities (“EEO”) benefits both the Company and its colleagues. EEO assists colleagues to develop to their full employment potential while the Company benefits from having a diverse, inclusive, and enthusiastic workforce.

Corps Security is committed to providing support to members of the armed forces, veterans and their families which is set out in the Armed Forces Community Covenant. Veterans are guaranteed an interview where their previous employer was the armed forces and who meet the minimum requirements for the position.

Under the current data protection legislation, we are required to notify you, as a candidate for employment with Corps Security, of certain information. Please go to our website www.corpssecurity.co.uk - ‘career’ section and familiarise yourself with the Privacy Notice (Recruitment). Please ensure you are happy with the content, before applying for one for our jobs.