Hybrid Customer Loyalty Executive

Posted last week

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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

Job title

Customer Loyalty Executive

Job type

Experience level

Mid levelSenior

Salary

£24,000 - £25,000 per year

Degree requirement

High School Diploma

Location requirements

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