Customer Loyalty Executive

Role Overview

• Contacting customers who've submitted leaving notifications or are showing churn risk
• Running retention conversations to understand what's going wrong and how to fix it
• Conducting relationship reviews when service isn't meeting expectations
• Creating service improvement plans and introducing solutions that address their needs
• Coordinating with internal teams to resolve issues and complaints
• Managing high-value account knowledge and contract renewal triggers
• Cross-selling value-add services where they genuinely improve customer experience
• Identifying patterns in customer journeys where intervention prevents churn

Requirements

• Proven customer service experience, ideally handling complaints or escalations
• Excellent phone manner and ability to de-escalate situations
• Experience working under pressure and multitasking
• Strong organizational skills with attention to detail
• Passion for turning negative situations into positive outcomes
• Experience in retention, loyalty, or account recovery roles (Desirable)
• B2B background, ideally in technology, telecoms, or IT services (Desirable)
• CRM system experience (Desirable)
• Track record of successfully retaining at-risk customers (Desirable)

Benefits

• 24 Days Annual Leave + Bank Holidays. Incremental increase with length of service
• Holiday Trading Windows
• buy & sell up to five days holiday
• Birthday Leave
• Volunteering Days
• Focus Xchange
• Retailer discounts and peer-nominated reward scheme
• Employee Assistant Program
• Free mental health support
• Interest-Free Travel Loan
• Hybrid Working Policy
• Post Probation
• Regular Company Social Events