customer-retention-specialist

1st Formations is the UK’s largest company formation agent, providing fast online company registration, registered office and service address solutions, and ongoing company secretarial and compliance support. The firm offers tiered formation packages (digital, privacy, all-inclusive, non-resident, wholesale), ID verification as an ACSP, VAT/PAYE registration assistance, business bank account referrals, a document template library, and a web-based Online Company Manager to help clients manage filings and statutory records. 1st Formations primarily serves entrepreneurs, non-UK residents, accountants and other professionals with B2B-focused formation and compliance services from its Covent Garden HQ.

1st Formations is the UK's leading company formation agent. Founded in 2014, we have formed over 1 million companies and assisted many thousands of clients to grow their business with expert advice on limited companies, reporting requirements, and corporate governance. 

Customer service excellence is the driving force of what we do. Our highly trained team is devoted to supporting our customers before, during, and after the company formation process. As a certified B Corp, we are committed to purpose-driven business and have long championed initiatives that advance equality, foster inclusion, and drive sustainable growth.

1st Formations

• Proactively engage with at-risk clients to rebuild confidence, resolve concerns, and retain trust
• Analyse churn and usage patterns to flag disengagement before it becomes a problem
• Hold positive, outcome-oriented conversations with clients considering cancellation
• Collaborate with internal teams (Accounting, Customer Service, Success) to ensure clients receive timely and high-quality support
• Balance customer advocacy with commercial goals, identifying win-win solutions wherever possible
• Suggest tailored services or account adjustments based on client needs
• Hold regular check-ins with clients to maintain relationships and surface potential issues early
• Track customer success metrics and contribute to data-led retention strategy
• Share client feedback and cancellation themes with the wider business to improve service

Customer Retention Executive – Accounting-as-a-Service

Customer Retention Executive improving client relationships and reducing churn for small business accounting services. Engage with clients, analyse usage patterns, and collaborate with internal teams for effective solutions.

Lloyds Banking Group is a leading financial services group in the UK, with a history of over 325 years. The group encompasses several well-known brands, including Lloyds Bank, Bank of Scotland, and Halifax. Its core purpose is 'Helping Britain Prosper', focusing on providing banking services that support individuals, businesses, and communities towards achieving financial wellbeing and sustainability. Lloyds Banking Group is dedicated to fostering an inclusive future by offering a range of financial solutions and investing in initiatives that promote housing and corporate responsibility.

Our purpose is Helping Britain Prosper. We do this by creating a more sustainable and inclusive future for people and businesses, shaping finance as a force for good.

We're part of an ever-changing industry and are currently on a journey to shape the financial services of the future, whilst supporting our customers’ changing needs.

The scale and reach of our Group means we can offer a broad range of opportunities to learn, grow and develop. Our values-led culture and approach to inclusion and diversity means we can all make a real difference together.

Lloyds Banking Group

• Support the Retention Strategy and implement and manage a breadth of initiatives including B2C marketing activity, dealer training, retention toolkits and loyalty incentives and propositions.
• Manage and drive innovation with existing retention suppliers, managing day to day relationship as well as monthly and quarterly review meetings.
• Produce best practice activities for internal Account Managers and also external Dealers and partners, which could include newsletters, training modules, contact strategies.
• Own retention performance including reports and insights to influence and drive existing customers staying within Transport and the wide group.
• Coordinate the integration and opportunities of retention into new technologies to enhance easy and seamless customer and retailer retention journeys.
• Research competitors and industry trends to keep the business at the forefront of retention and best practice for serving and retaining our existing customers.
• Champion customer-centric thinking and challenge the status quo to drive continuous improvement.
• Raise awareness of retention with Transport and beyond, showcasing opportunities, insight, training and knowledge sharing across teams and partners.
• Travel to Retention suppliers, Dealers and a range of LBG offices on a regular basis to build relationships.

Customer Retention Manager – Transport

Customer Retention Manager focusing on customer retention initiatives with Black Horse and Transport. Developing B2B and B2C strategies for improving customer loyalty and experiences.

Great Place To Work® is the global authority on workplace culture. We help organisations to create exceptional, high-performing workplaces where employees feel trusted and valued. We help employers improve recruitment, retention and productivity by putting employees at the heart of the organisation, analysing what they think and feel and identifying the real issues that need to be addressed. Part of a global organisation, our UK team applies data and insights from approximately 10,000 organisations across the world to benchmark individual performance and advise employers on how to continuously improve employee engagement and wellbeing and so help build and sustain business performance. We run the Best Workplaces™ awards to enable the organisations we work with celebrate their achievements, build their employer brand and inspire others to take action.

We share our learnings through our research and publications at national, regional and global level, as well as through conferences and events. 



Great Place To Work UK

• We’re looking for an Insight Activation Manager—someone commercially curious, analytically sharp, and action-oriented.
• You’ll turn complex customer data into meaningful insights, then translate those insights into clear, impactful plans across our marketing and retail channels. 
• You’ll be the bridge between customer understanding and commercial activation: uncovering the “so what” and shaping “what we should do with it.”
• This role sits at the heart of our Customer Retention strategy.
• Your work will deepen our understanding of customer behaviours, segments, and cohorts, helping us drive repeat purchase, frequency, average order value, and ultimately Customer Lifetime Value.
• Reporting into the Head of Retention, you will be a thorough analyst, a confident communicator, and someone who can influence, collaborate, and inspire action across teams.

Customer Insight and Retention Manager

Customer Insight and Retention Manager turning customer data into strategic marketing insights. Analyzing behaviors to enhance retention and drive commercial activation strategies.

Focus Group is a leading independent provider of essential business technology solutions in the UK, established in 2003. The company specializes in offering a comprehensive range of services including IT, telecommunications, and connectivity services, all designed to keep businesses connected and efficient. Focus Group is renowned for its innovative solutions and exceptional customer service, ensuring businesses run smoothly, whether they are small enterprises or large corporations. The company also emphasizes strategic partnerships with industry specialists and has been recognized as a top Managed Service Provider in 2023.

Welcome to Focus Group.Established in 2003, we’re proud to be one of the UK’s leading independent providers of essential business technology.Here to take care of all your telecoms, IT and connectivity services. This means everything in one place, one point of contact and one bill to cover everything you need.SME or global enterprise business; public sector, service sector or charity…whatever your size, shape or service, we’ll take the time to get to know your business and deliver the technology to fit the bill.Our teams are experts in their field; passionate about finding the right solutions for you and committed to ensuring your business runs like clockwork. We’re by your side to keep your business phone system at the top of its game, your IT optimised, your data secure, your teams connected and your customers happy. At all times.Leaving you free to focus all your energy on the important stuff. Like growing your business.Telecoms | Mobile | Connectivity | IT solutions | Cyber security | EnergyLet’s connect. Let’s grow.

Focus Group

• 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

Customer Loyalty Executive

Customer Loyalty Executive focusing on customer retention and satisfaction at Focus Group. Proactively managing at-risk accounts and improving service experiences in Birmingham office.

• We’re looking for an Insight Activation Manager—someone commercially curious, analytically sharp, and action-oriented.
• You’ll turn complex customer data into meaningful insights, then translate those insights into clear, impactful plans across our marketing and retail channels.
• You’ll be the bridge between customer understanding and commercial activation: uncovering the “so what” and shaping “what we should do with it.”
• This role sits at the heart of our Customer Retention strategy. Your work will deepen our understanding of customer behaviours, segments, and cohorts, helping us drive repeat purchase, frequency, average order value, and ultimately Customer Lifetime Value.
• Reporting into the Head of Retention, you will be a thorough analyst, a confident communicator, and someone who can influence, collaborate, and inspire action across teams.

Insight Activation Manager responsible for translating customer data into actionable marketing strategies. Drive customer retention through analysis and collaboration within teams in the United Kingdom.

• 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

Customer Loyalty Executive at Focus Group solving customer issues and preventing churn. Working to retain at-risk customers through strategic communications and relationship management.

Hybrid Customer Retention Specialists roles in United Kingdom

Browse 6 hybrid customer retention specialists roles hiring in United Kingdom plus related opportunities such as customer success manager, customer advocate, implementation specialist, onboarding specialist and product adoption specialist.

6 jobs found

Customer Retention Executive – Accounting-as-a-Service

1st Formations

Customer Retention Manager – Transport

Lloyds Banking Group

Customer Insight and Retention Manager

Great Place To Work UK

Customer Loyalty Executive

Focus Group

Customer Insight and Retention Manager

Great Place To Work UK

Customer Loyalty Executive

Focus Group