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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:
- 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.
- 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.
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