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Customer Retention Specialist, Leatherhead
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Client:
KINGSGATE RECRUITMENT
Location:
Leatherhead, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
b9d89c5f66be
Job Views:
4
Posted:
01.07.2025
Expiry Date:
15.08.2025
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Job Description:
Overview
Our client is the UK’s leading provider of media and magazine distribution services, delivering premium print and digital reading experiences to a wide range of sectors including hospitality, salons, healthcare, and corporate environments. As part of their ambitious growth, they are seeking a Customer Retention Specialist to strengthen their relationships with existing clients, reduce churn, and drive renewal success.
Role Overview
This is a retention-first role focused on engaging with existing customers, ensuring their satisfaction, and encouraging long-term loyalty. You’ll act as a key touchpoint post-sale—working to understand customer needs, address concerns, and offer solutions that support retention and renewal.
You’ll also support the finance team by assisting with occasional payment-related queries or follow-ups, but your main objective is to keep our customers happy, engaged, and coming back.
The Role
Customer Retention (Primary Focus)
* Proactively engage with customers via phone and email to build strong relationships.
* Identify and address reasons for potential cancellations—offering tailored solutions.
* Deliver compelling retention offers and product alternatives to meet evolving needs.
* Track and report retention metrics, customer feedback, and renewal trends.
* Support onboarding and check-in processes to ensure long-term customer satisfaction.
* Work closely with the sales, marketing, and service teams to improve customer journeys and retention strategies.
* Help shape our customer success approach by sharing insights from your conversations.
Credit Support (Secondary/Light Support)
* Assist with occasional follow-up on overdue invoices as part of customer engagement.
* Help resolve basic account-related queries in collaboration with the finance team.
* Ensure accurate notes are maintained on customer records related to billing or retention status.
* Support customer service when necessary
The Person
* Minimum 3 years in a retention or customer success role.
* A confident communicator with excellent listening and persuasive skills.
* Natural relationship builder who can stay calm and professional under pressure.
* Highly organised with strong attention to detail and ability to manage multiple priorities.
* Customer-first mindset with a proactive, problem-solving approach.
* Familiarity with CRM and account management tools.
* Bonus: basic understanding of invoicing or subscription-based services.
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