Customer Loyalty Executive
Focus Group
full-time
Posted on:
Location Type: Hybrid
Location: Exeter • 🇬🇧 United Kingdom
Visit company websiteSalary
💰 £24,000 - £25,000 per year
Job Level
Mid-LevelSenior
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer retentionaccount managementcustomer journey mapping
Soft skills
excellent phone mannerbuilding rapporthandling complaintsescalation managementmultitaskingworking under pressureorganizational skillsattention to detail