Customer Retention Executive

We’re born and bred in Glasgow. Our business was founded on the Clyde back in 1864, and we’re still here today. We are proud to roast exceptional coffee for thousands of cafés and hospitality businesses across the UK & Ireland. Our workforce has grown to over 200 to support our expanding customer base, product range and service offering. We count some of the industry’s leading talents among our staff, from green coffee buyers and roasting technicians, to barista trainers and field engineers.

Do you want to join our team of top talent in an exciting and industry-leading organisation? Read on!

Position: Customer Retention Executive
Location: Glasgow Office
Job type: Full-Time, Permanent
Hours:39.5 hours per week, Monday - Friday
Salary:£27,626.30 per annum plus on-target earnings (up to £400 per month)

About the role:
An excellent opportunity has arisen for an experienced customer retention executive to join us here at Matthew Algie on a permanent full time basis with fixed Monday - Friday shifts.

The Retention Executive will communicate with customers to increase loyalty and retain business or services. The role involves gathering information about non-buying customers within specific sales channels, working closely with the customer and our sales teams to find a solution to any barrier preventing an order being placed. To be successful as a retention executive, you should have a persuasive attitude, excellent customer relationship skills and a passion for sales.

The expectation is for you to reduce our non-buyers list, increase sales by creating lasting bonds with our customers.

Responsibilities:

• Engaging with customers who haven’t placed a product order for 90+ days to understand the reason. Proactively looking for solutions to retain their business and encourage them to stay. You will identify non-buying customer information using already created internal power BI reports.
• Use persuasive communication skills to engage with customers intending to cancel their contract with Matthew Algie. Addressing any issues to prevent loss of business.
• Identify opportunities to cross-sell existing products and services to customers to generate company revenue. You may also upsell products and services to existing clients to increase sales and improve the profit margin.
• Work closely with the sales team to refer accounts where the customer has a different set of needs and requirements.
• Work to meet monthly retention targets.
• Track reasons for cancellation and customer feedback for future product/service improvement.
• After each interaction with the customer our CRM (CE) should be updated. This information will help track customer history and provides information for future interactions.
• Keeping up to date with Matthew Algie product, services, and promotional offers. Continuous learning ensures you can address customer inquiries effectively.

Experience:
Essential

• 2yrs experience gained in a Sales environment, in an active role
• Considerable experience in Customer Service environment
• Knowledge and understanding of order processing systems.

Skills / Knowledge:

• Excellent communication and negotiation skills.

• Ability to empathize with and prioritize customer needs.

• Patience and ability to manage stress.

• Knowledge of the company’s products, services, and policies.

• Problem-solving skills and the ability to think under pressure.

Personal Attributes:

• Ability to work under pressure to meet deadlines and customer time frames

• Ability to work independently and as part of a team

• Ability to be flexible to meet the needs of the team and the customer

• A strong work ethic

• Resilience – able to respond professionally and courteously to customer complaints while remaining composed.

• Personal motivation and enthusiasm and ability to motivate others

• Adaptability, willingness to learn new things and cope well with change

If this sounds like you, then you could be the right fit for us! Please note that this section has had application instructions removed for refinement. To apply, you would typically be invited by us to submit your CV; however, direct application instructions have been removed in this refined version.

Please note this is not a…