Retention Executive

Customer Account Executive
 
Location: London – Hybrid (3 days in the office, 2 days from home)
Salary: £30,000–£35,000 per annum
Working hours: Monday to Friday, 9am–5pm
 
This is an excellent opportunity for someone with experience in customer retention, membership services, account management or customer service who enjoys building relationships, resolving queries and helping customers understand the value of the services they receive.
 
You’ll play a key role in engaging with existing members, understanding why they may be considering leaving, and identifying opportunities to retain their membership through effective communication and tailored support.
 
Key Responsibilities

Contact members by telephone and email to understand why they have not renewed their membership and identify opportunities to retain them
Build a strong understanding of members’ businesses, processes and how they use the organisation’s products and services
Educate members on the benefits of membership and the value of continuing to use the organisation’s standards and solutions
Re-engage former members and identify opportunities to recover outstanding membership fees where applicable
Assist with processing member payments and maintaining accurate account information.
Deliver an excellent standard of customer service, ensuring all interactions are professional, helpful and solution-focused
Maintain accurate records of all customer communications and activities within the CRM system
Produce accurate reports and insights to support business decisions and identify retention opportunities
Work collaboratively with colleagues and escalate queries when specialist support is required 
About You

Experience in customer retention, membership services, account management or a customer-facing environment
Strong telephone communication and questioning skills, with the ability to understand customer concerns and identify suitable solutions
Experience using CRM systems and Microsoft Office
Excellent written and verbal communication skills
Strong organisational skills, with the ability to manage multiple priorities and meet deadlines
A proactive, determined and results-driven approach
Excellent attention to detail and a commitment to maintaining accurate records
A professional, collaborative and customer-focused attitude 
What’s on Offer?

Salary of £30,000–£35,000 per annum
Hybrid working, with three days per week in the London office
Monday to Friday working hours, 9am–5pm
25 days’ annual leave, plus bank holidays, with the option to buy or sell up to five additional days
Generous pension scheme, with employer contributions of up to 12%
Life assurance covering five times your annual salary
Only candidates based in UK and eligible to work in UK are allowed