Global Customer Success & Retention Manager at Progyny Global ensuring strong client relationships and satisfaction. Responsible for onboarding, engagement, and performance monitoring for employer clients in Berlin.
About the role
- Customer Loyalty Executive focusing on customer retention and satisfaction at Focus Group. Proactively managing at-risk accounts and improving service experiences in Birmingham office.
Responsibilities
- Contacting customers who've submitted leaving notifications or are showing churn risk
- Running retention conversations to understand what's going wrong and how to fix it
- Conducting relationship reviews when service isn't meeting expectations
- Creating service improvement plans and introducing solutions that address their needs
- Coordinating with internal teams to resolve issues and complaints
- Managing high-value account knowledge and contract renewal triggers
- Cross-selling value-add services where they genuinely improve customer experience
- Identifying patterns in customer journeys where intervention prevents churn
Requirements
- Proven customer service experience, ideally handling complaints or escalations
- Excellent phone manner and ability to de-escalate situations
- Experience working under pressure and multitasking
- Strong organizational skills with attention to detail
- Passion for turning negative situations into positive outcomes
- Experience in retention, loyalty, or account recovery roles (Desirable)
- B2B background, ideally in technology, telecoms, or IT services (Desirable)
- CRM system experience (Desirable)
- Track record of successfully retaining at-risk customers (Desirable)
Benefits
- 22 Days Annual Leave + Bank Holidays. Incremental increase with length of service
- Holiday Trading Windows - buy & sell up to five days holiday
- Birthday Leave
- Volunteering Days
- Focus Xchange - Retailer discounts and peer-nominated reward scheme
- Employee Assistant Program - Free mental health support
- Interest-Free Travel Loan
- Hybrid Working Policy - Post Probation
- Regular Company Social Events
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Customer Loyalty Specialist for Zippy Shell handling sales retention through customer communication. Analyzing cancellation requests to negotiate and retain customer loyalty in a call center environment.
Lead the full retention funnel: design lifecycle campaigns, automated email and in - app journeys, and run experiments. Use quantitative and qualitative analysis to identify churn drivers and collaborate cross - functionally to improve product adoption and long - term retention.
(Senior) CRM & Retention Manager:in at buah focusing on innovative retention strategies in the snack market. Overseeing retention metrics, CRM campaigns, and strategic growth initiatives.
Retention Specialist at Culligan Quench handling cancellation requests and preventing churn. Collaborating with internal teams to strengthen customer retention in a hybrid work environment.
Client Retention Specialist supporting customers of TD Merchant Solutions by providing expert guidance and legendary experiences. Delivering solutions through inbound and outbound service interactions in a hybrid work environment.
Customer Retention Executive improving client relationships and reducing churn for small business accounting services. Engage with clients, analyse usage patterns, and collaborate with internal teams for effective solutions.
Marketing Specialist managing successful sales and renewals of health insurance accounts. Responsible for executing marketing plans, developing proposals, and maintaining relationships within assigned territory.
Customer Loyalty & Community Builder at Qonto enhancing brand attachment for French customers to foster advocacy and community. Collaborates across teams to create impactful customer experiences.
Customer Success Analyst managing client relationships and driving post - sale strategy for Farmácias APP. Utilizing CRM and data analytics for effective client management and retention strategies.