b Overview /b p In this role you engage customers considering cancellation to offer tailored retention solutions and support long-term loyalty. You’ll manage inbound and outbound retention activities to reduce churn and improve the customer experience. You work with cross-functional teams to communicate value, apply commercial insight, and drive retention performance within a hybrid, 37.5-hour workweek. /p b Responsibilities /b ul li Proactively contact customers expressing intent to cancel to attempt retention /li li Identify reasons for dissatisfaction or potential churn and provide tailored solutions /li li Negotiate and offer retention incentives to preserve relationships /li li Maintain accurate records of customer interactions in Salesforce to support analysis /li li Understand commercial drivers and articulate the value of DNA Payments’ products /li li Highlight opportunities where customers may benefit from alternative products, pricing options, or service configurations /li li Provide insights on trends, barriers, and recurring issues from customer conversations /li li Suggest process improvements based on feedback and experience; participate in ongoing training /li li Aim to exceed retention KPIs and track personal performance metrics /li li Collaborate with customer service, sales, and other internal teams to resolve issues and ensure seamless customer journeys /li /ul b Key requirements /b ul li strong communication and negotiation /li li empathy and customer-centric mindset /li li collaboration and teamwork /li li analytical thinking and problem-solving /li li Salesforce /li /ul
Retentions Executive employer: DNA Payments
At DNA Payments, we pride ourselves on being an exceptional employer that fosters a supportive and dynamic work culture. Our Sales Academy offers comprehensive training and development opportunities, ensuring that you not only gain valuable skills but also have clear pathways for career progression within the company. With benefits like private medical insurance, a generous holiday allowance, and a focus on employee well-being, we are committed to creating a rewarding environment for our team members, all while working remotely in a flexible setting.
