Retention Specialist
Tachbrook Park
Are you passionate about building strong customer relationships and driving loyalty? We’re looking for a proactive Retention Specialist to join our team and play a critical role in increasing customer loyalty while reducing churn.
This role will focus on retaining Calor LPG Domestic customers by developing and executing data-led strategies, enhancing the customer experience, and fostering loyalty at every stage of the customer journey. Working collaboratively with Internal Sales, Marketing, and Customer Experience teams, you’ll ensure customers remain engaged and valued, long before switching becomes a risk.
What You’ll Be Doing:
- Lead retention activities as part of the Tank Transfer Team to reduce customer churn.
- Identify at-risk customers and create tailored strategies to retain them.
- Analyse customer data to understand behaviours and preferences, using insights to shape retention campaigns.
- Collaborate with Marketing and Customer Experience to develop and maintain customer loyalty programs.
- Build and implement a structured tactical retention funnel, ensuring a consistent and effective approach to customer retention.
- Engage in the switching-in process to address potential future retention challenges from the start of the customer journey.
- Track and report on retention performance metrics, continuously improving strategies based on outcomes.
- Resolve customer complaints promptly while maintaining a positive, professional relationship.
What You’ll Bring:
Skills & Experience:
- Customer-facing experience (highly desirable).
- Experience in internal sales or customer service functions, preferably using CRM tools.
- Strong influencing skills with a positive, solutions-oriented mindset.
- Exceptional communication abilities to lead customer interactions effectively.
- Commercial awareness and a drive to maximise revenue and profit for the business.
- A genuine interest in understanding people and finding the best possible outcomes for them and the business.
- Resilience and composure under pressure, with the ability to manage challenging conversations.
Key Attributes:
- Builds rapport quickly and fosters harmony and collaboration within teams.
- Demonstrates creative problem-solving and encourages innovation.
- Delivers high-quality work while meeting customer expectations with patience and dedication.
- Handles objections convincingly and is skilled at articulating features and benefits.
Why This Role?
This is an exciting opportunity to make a real impact on Calor’s customer retention efforts, directly contributing to the success and growth of the business. You’ll work closely with cross-functional teams to shape strategies, build loyalty, and ensure customers feel valued at every step of their journey.
If you’re motivated, customer-focused, and ready to drive meaningful change, we’d love to hear from you.
