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For Companies At a Glance
- Tasks: Engage with customers to build relationships and ensure satisfaction.
- Company: Join the UK's top media and magazine distribution service provider.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Be a key player in customer loyalty and make a real impact on retention.
- Qualifications: 3+ years in customer retention; strong communication and organisational skills required.
- Other info: Opportunity to collaborate with sales, marketing, and service teams.
The predicted salary is between 28800 - 48000 £ per year.
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.
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.
- 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.
Customer Retention Specialist employer: Kingsgate Recruitment
Contact Detail:
Kingsgate Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Retention Specialist
✨Tip Number 1
Familiarise yourself with the company’s services and customer base. Understanding their specific sectors, like hospitality and healthcare, will help you tailor your conversations and demonstrate genuine interest during interviews.
✨Tip Number 2
Brush up on your communication skills, especially in handling objections and building rapport. Role-playing scenarios with friends or family can help you practice responding to customer concerns effectively.
✨Tip Number 3
Gather insights on customer retention strategies used by successful companies in similar industries. This knowledge can provide you with valuable talking points to showcase your proactive approach during discussions with us.
✨Tip Number 4
Prepare examples from your past experience that highlight your problem-solving skills and ability to manage multiple priorities. Being able to share specific instances where you successfully retained customers will set you apart.
We think you need these skills to ace Customer Retention Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer retention or customer success roles. Use specific examples that demonstrate your ability to build relationships and reduce churn.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer satisfaction and retention. Mention how your skills align with the company's goals and how you can contribute to their growth.
Highlight Relevant Skills: Emphasise your communication, organisational, and problem-solving skills in your application. These are crucial for a Customer Retention Specialist role, so provide examples of how you've successfully used these skills in past positions.
Showcase Your Understanding of the Role: In your application, demonstrate your understanding of the responsibilities outlined in the job description. Discuss how you would approach engaging with customers and addressing their needs to ensure long-term loyalty.
How to prepare for a job interview at Kingsgate Recruitment
✨Show Your Customer-Centric Mindset
Emphasise your commitment to customer satisfaction during the interview. Share specific examples of how you've successfully engaged with customers in the past, addressing their needs and concerns to foster loyalty.
✨Demonstrate Your Problem-Solving Skills
Prepare to discuss scenarios where you've identified potential issues for customers and how you offered tailored solutions. This will showcase your proactive approach and ability to think on your feet.
✨Familiarise Yourself with Retention Metrics
Understand key retention metrics and be ready to discuss how you've tracked and reported these in previous roles. This knowledge will demonstrate your analytical skills and your focus on results.
✨Highlight Your Communication Skills
As a Customer Retention Specialist, strong communication is vital. Be prepared to illustrate your listening and persuasive skills through examples, showing how you've built relationships and resolved conflicts effectively.
