Practitioner Retention Specialist

Job description

This role is about far more than managing renewals. You'll be an advocate for our practitioners, helping them understand the value of remaining connected to Insights while ensuring a smooth and positive renewal experience. Through proactive outreach, thoughtful conversations and strong collaboration with colleagues across the business, you'll help practitioners continue developing, learning and making a difference through Insights. Every renewal you support helps strengthen our practitioner community and extends the positive impact Insights creates around the world. What You'll Be Doing Supporting Practitioner Renewals Manage the end-to-end Annual Licence Fee (ALF) renewal process, ensuring renewals are handled accurately, efficiently and on time. Work closely with Sales Account Managers and regional teams to maximise renewal success. Proactively engage with practitioners considering non-renewal to understand their circumstances and identify opportunities to retain them. Champion the value and benefits of the ALF, helping practitioners understand the ongoing return on their investment. Creating Exceptional Practitioner Experiences Support practitioners transitioning between organisations or moving from Client Practitioner to Licensed Practitioner status. Build positive, professional relationships that make practitioners feel valued and supported. Deliver a seamless and customer-focused experience at every stage of the practitioner lifecycle. Managing Data and Insights Maintain accurate practitioner information across CRM and business systems. Track renewal activity and analyse trends to generate meaningful insights. Share retention trends and feedback with the wider business to help shape future strategy and improvements. Collaborating Across the Business Partner with Customer Success, Sales, Community, Marketing and Product teams to create engaging practitioner journeys. Contribute to continuous improvement initiatives that simplify processes and enhance the practitioner experience. Support a collaborative, shared-service culture across teams and global regions. What We're Looking For We're seeking someone who combines attention to detail with genuine care for customers and strong relationship-building skills. You'll likely bring: Experience in customer success, customer service, account support, retention, renewals or relationship management. Strong organisational skills and the ability to manage multiple priorities effectively. Experience using CRM systems such as Microsoft Dynamics 365 or similar platforms. Confidence using Excel to track activity, analyse trends and support reporting. Excellent communication skills with the ability to build trust and rapport. Commercial awareness and an understanding of how customer retention contributes to business success. A collaborative mindset and enthusiasm for working across teams. A continuous improvement approach, always looking for better ways of working and delivering value. You'll thrive in this role if you are: Customer-focused and passionate about creating positive experiences. Proactive and curious , always looking for opportunities to improve retention and engagement. Detail-oriented , ensuring data and processes are accurate and reliable. Collaborative , building strong relationships across different teams and regions. Commercially aware , understanding the importance of renewal revenue and practitioner engagement. A strong communicator , able to balance empathy, confidence and professionalism. Driven by growth , both for yourself and for those you support. Why Join Insights? At Insights, you'll be part of a global organisation driven by purpose and committed to helping people become the best version of themselves. In return you'll enjoy: Meaningful work that positively impacts people and organisations worldwide. A supportive and inclusive culture where people genuinely care about each other's success. Opportunities to learn, develop and grow your career. Flexible working opportunities. The chance to collaborate with colleagues and practitioners across the globe. The opportunity to be part of a business that believes understanding people can change the world. Benefits: • 35 days holidays • Discretionary Annual Bonus • Private Medical Insurance • Income Protection • Pension Plan • Health Cash Plan • Life Assurance • Electric Car Scheme • Gymflex • Employee Giving • My Advantage – Employee Discounts • Critical Illness cover • Employee Assistance Program • Holiday purchase option • Flexible working Everyone is welcome at Insights. We’re dedicated to creating a space where you belong — that means accepting you for who you are now and supporting you on your journey towards whoever you want to become. Our colourful solutions help people see themselves and others in a new light and we love encouraging our diverse global community to experience the transformational power of Insights Discovery. Through listening and learning, we will continue to foster the connections that matter to build a more inclusive culture. It is in our nature to nurture. We have developed an organisation which puts care for our people, inclusion, belonging and wellbeing at the heart of our approach. We’re strengthened by a community where we work together to co-create a culture that celebrates difference and welcomes everybody. We love learning. We want to be better tomorrow than we are today and we’re up for the journey. Unapologetically human, undoubtedly individual. Colourful to our core. Read more about inclusivity at Insights via the vacancy page on our website: 3 Days Per Week - some weekly in office working - Tuesday, Wednesday and Friday At Insights, we believe that when people understand themselves and others better, they can create extraordinary change. Our purpose is to help people unlock their potential, build stronger relationships, and create more positive workplaces around the world. For over 30 years, our learning and development solutions have helped millions of people improve how they communicate, lead, collaborate and grow. Behind every Insights practitioner is a passion for development and a commitment to making a difference in their organisations and communities. We're looking for a Practitioner Retention Specialist to join our Customer Success team and play a key role in ensuring our global practitioner community remains engaged, connected and supported throughout their Insights journey. This is a part-time role (7.5 hour days, three days per week) and offers an exciting opportunity for someone who enjoys combining excellent customer service, relationship building, data management and commercial awareness to create meaningful impact.