Client Retention Program Manager

H&R Block   •  

Kansas City, MO

Industry: Financial Services


8 - 10 years

Posted 335 days ago

The Program Manager – Client Retention will be responsible for developing, executing and optimizing client retention strategies and programs to address client loss at the time a Tax Pro leaves HRB. Responsible for building and presenting the business case for all recommended programming, assessing program results and adjusting as business needs warrant.

  • Analyze data and metrics to identify root causes tied to loss of client retention when tax pros off-board with HRB.
  • Develop and launch a multi-faceted client retention program, tied to each audience type, to address root causes of client loss with all off-boarding of TPs.
  • Develop the business case, including financial impact, ROI, etc. for all recommended programming and present to leadership for review and approval.
  • Manage the end-to end program build out, from execution through to results.
  • Engage CSC and field partners to execute client retention programs, including monitoring results and ability to quickly adjust tactics
  • Maintain a field and client lens to ensure both audience’s requirements are met with the program, including systemizing distribution and collection of key information.
  • Continual process and program improvement to drive client retention when TPs exit HRB
  • Per audience, understand metrics and onboarding activities per season
  • Identify leading indicators and key seasonal milestones
  • Ensure client retention is impacted positively through program development, monitoring and optimization.
  • High exposure to Retail Senior Lead team; presenting and consulting for program optimization
  • Partner with Client Retention Specialists group to ensure programming aligns with overall corporate client retention strategy and provide support to programming needs.
  • Partner with legal and compliance to further strengthen the restrictive covenant tenant by developing programs to assist with maintaining clients at the time a Tax Pro leaves the organization.


  • Bachelor’s degree in business or a related field.
  • Ten (10) years of experience
  • PM certification preferred
  • Comfortable analyzing data and identifying trends
  • Experience building a business case, including assessing and articulating financial impacts
  • Field lens perspective, either working in field or heavy support of field associates
  • Strong influence and relationships skills to ensure matrix management of program is successful
  • Strong program management experience, holding team accountable to timelines and deliverables
  • Experience with systems and integration into program management
  • Experience with building program(s)
  • Think outside the box, with a different perspective to a problem
  • Entrepreneurial spirit
  • Be comfortable challenging the normal to execute an innovative solutio