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.
About the role
- Customer Loyalty Executive at Focus Group solving customer issues and preventing churn. Working to retain at-risk customers through strategic communications and relationship management.
Responsibilities
- Contacting customers who've submitted leaving notifications or shown churn signals
- Conducting retention conversations to understand root causes of dissatisfaction
- Delivering relationship reviews and creating service improvement plans
- Coordinating with internal teams to resolve complaints and escalations
- Introducing value-add services that address customer pain points
- Cross-selling and upselling solutions that genuinely improve their experience
- Maintaining detailed records of high-value accounts and contract renewal triggers
- Identifying patterns in customer journeys where intervention prevents churn
Requirements
- Proven track record in customer service or customer-facing roles
- Excellent phone manner and ability to build rapport quickly
- Experience handling complaints, escalations, or difficult conversations
- Strong multitasking abilities and working under pressure
- Organizational skills with attention to detail
- Experience in customer retention, account management, or loyalty roles (Desirable)
- Background in B2B technology, telecoms, or IT services (Desirable)
- Familiarity with CRM systems and customer journey mapping (Desirable)
- Track record of successfully saving at-risk customers (Desirable)
Benefits
- Company pension
- Wellbeing support
- Perks platform with discounts
- Team social events
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
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.
Analista Comercial atuando na gestão de clientes estratégicos na Farmácias APP. Foco em Customer Success e retenção com análise de performance.
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.
Customer Retention Specialist in Toronto handling billing inquiries for Jobber customers. Engaging with customers to enhance their subscription experience and drive retention efforts.
Customer Retention Specialist responsible for re - engaging merchants for Teya, a payment service provider. Focused on consultative relationships to support small businesses in Hungary.
Retention Specialist handling customer inquiries and payment plans at APCO. Promoting customer retention through effective communication and administrative support.
Customer Retention Specialist managing client relationships for Complyworks in Quebec. Ensuring customer satisfaction and demonstrating value in compliance solutions through effective communication.
Senior Loyalty and Retention Manager at mammaly directing subscription growth strategies. Focusing on subscriber experience, retention, LTV, and MRR in a pet supplement startup.