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Customer Loyalty Executive
Focus GroupCustomer Loyalty Executive saving at-risk customers and driving loyalty for Focus Group. Identifying churn risks and enhancing customer relationships with strategic initiatives.
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- Company pension
- wellbeing support
- perks platform with discounts
- team social events
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer retentionaccount managementcustomer journey mapping
Soft Skills
customer servicebuilding rapporthandling complaintsmultitaskingworking under pressureorganizational skillsattention to detail