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About the Role
The Retentions Executive engages with customers considering cancellation, delivering solutions to retain their business. This role focuses on understanding concerns, providing tailored retention options, and supporting long-term customer satisfaction and loyalty through inbound and outbound activity to reduce churn and enhance customer experience.
Responsibilities
- Proactively contact customers who have expressed an intent to cancel and work to retain them.
- Identify key reasons for dissatisfaction or potential churn and provide appropriate, tailored solutions.
- Negotiate and offer retention incentives where appropriate to maintain customer relationships.
- Maintain accurate records of all customer interactions and feedback to support analysis and retention strategies.
- Understand the commercial drivers influencing customer decisions and apply this knowledge to retention conversations.
- Communicate the value of DNA Payments’ products and services clearly and effectively.
- Highlight opportunities where customers may benefit from alternative products, pricing options, or service configurations.
- Provide insight into trends, barriers, and recurring issues based on customer conversations.
- Suggest process improvements derived from customer feedback and direct experience.
- Participate in ongoing training to stay updated on products, pricing, systems, and retention best practices.
- Work towards and exceed retention KPIs and targets.
- Track and report personal performance metrics within agreed timescales.
- Maintain accurate, up-to-date account information and documentation in Salesforce to ensure success visibility, pipeline tracking, and operational alignment.
- Deliver excellent customer service in all interactions, ensuring customers feel valued and supported.
- Collaborate with customer service, sales, and other internal teams to resolve issues and ensure seamless customer journeys.
- Promote a positive customer relationship by providing clear communication, empathy, and high-quality support.
Location
- Hybrid
Work Type
- Hybrid