Get AI-powered advice on this job and more exclusive features.
Kingsgate Recruitment provided pay range
This range is provided by Kingsgate Recruitment. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from Kingsgate Recruitment
Recruitment Specialist at Kingsgate Recruitment
Job Title: Customer Retention Specialist
Location: Leatherhead, Surrey
Type: Full-Time | Permanent OFFICE BASED
Reports To: Commercial Director
Must Have: Retention/Renewals experience
Role Overview:
This role focuses on engaging with existing customers to ensure satisfaction, reduce churn, and drive renewals. You will act as a key post-sale touchpoint, understanding customer needs, addressing concerns, and offering solutions to support retention and renewal. Additionally, you will support the finance team with occasional payment-related queries, with the main goal of keeping customers happy, engaged, and loyal.
Key Responsibilities:
1. Customer Retention (Primary Focus):
* Engage proactively via phone and email to build relationships.
* Identify and address reasons for potential cancellations, offering tailored solutions.
* Deliver retention offers and product alternatives.
* Track and report retention metrics and customer feedback.
* Support onboarding and check-ins to ensure satisfaction.
* Collaborate with sales, marketing, and service teams to improve customer journeys.
* Share insights to help shape customer success strategies.
1. Credit Support (Secondary/Light Support):
* Follow up on overdue invoices as part of customer engagement.
* Resolve basic account-related queries with the finance team.
* Maintain accurate notes on customer records.
* Support customer service when needed.
Key Skills & Experience:
* Minimum 3 years in retention or customer success roles.
* Excellent communication, listening, and persuasion skills.
* Relationship-building ability with professionalism under pressure.
* Highly organized, attentive to detail, able to manage multiple priorities.
* Customer-first mindset with proactive problem-solving skills.
* Familiarity with CRM and account management tools.
* Bonus: Basic understanding of invoicing or subscription services.
What We Offer:
* Competitive salary plus performance bonus.
* 20 days holiday plus bank holidays, increasing with tenure.
* Supportive team culture.
* Clear development and training opportunities.
* Company pension scheme.
* Social events and team outings.
If you're passionate about customer success and meet the criteria, please apply.
#J-18808-Ljbffr