Customer Retention Specialist

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KINGSGATE RECRUITMENT

Leatherhead, United Kingdom

Other

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4

01.07.2025

15.08.2025

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Overview

Our client is the UK’s leading provider of media and magazine distribution services, delivering premium print and digital reading experiences to a wide range of sectors including hospitality, salons, healthcare, and corporate environments. As part of their ambitious growth, they are seeking a Customer Retention Specialist to strengthen their relationships with existing clients, reduce churn, and drive renewal success.

Role Overview

This is a retention-first role focused on engaging with existing customers, ensuring their satisfaction, and encouraging long-term loyalty. You’ll act as a key touchpoint post-sale—working to understand customer needs, address concerns, and offer solutions that support retention and renewal.

You’ll also support the finance team by assisting with occasional payment-related queries or follow-ups, but your main objective is to keep our customers happy, engaged, and coming back
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The Role

Customer Retention (Primary Focus)

• Proactively engage with customers via phone and email to build strong relationships.
• Identify and address reasons for potential cancellations—offering tailored solutions.
• Deliver compelling retention offers and product alternatives to meet evolving needs.
• Track and report retention metrics, customer feedback, and renewal trends.
• Support onboarding and check-in processes to ensure long-term customer satisfaction.
• Work closely with the sales, marketing, and service teams to improve customer journeys and retention strategies.
• Help shape our customer success approach by sharing insights from your conversations.

Credit Support (Secondary/Light Support)

• Assist with occasional follow-up on overdue invoices as part of customer engagement.
• Help resolve basic account-related queries in collaboration with the finance team.
• Ensure accurate notes are maintained on customer records related to billing or retention status.
• Support customer service when necessary

The Person

• Minimum 3 years in a retention or customer success role.
• A confident communicator with excellent listening and persuasive skills.
• Natural relationship builder who can stay calm and professional under pressure.
• Highly organised with strong attention to detail and ability to manage multiple priorities.
• Customer-first mindset with a proactive, problem-solving approach.
• Familiarity with CRM and account management tools.
• Bonus: basic understanding of invoicing or subscription-based services.