Role SummaryThe Retentions Executive is responsible for engaging with customers who may be considering cancellation and delivering effective solutions to retain their business.
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This role focuses on understanding customer concerns, providing tailored retention options, and supporting long‐term customer satisfaction and loyalty.
You will manage inbound and outbound retention activity to reduce churn and enhance customer experience.
Reporting into: Portfolio Retentions ManagerWorking location: HybridWorking hours: 37.5 Key Responsibilities: Customer Retention & Case ManagementProactively contact customers who have expressed an intent to cancel and work to retain them.
Identify key reasons for dissatisfaction or potential churn and provide appropriate, tailored solutions.
Negotiate and offer retention incentives where appropriate to maintain customer relationships.
Maintain accurate records of all customer interactions and feedback to support analysis and retention strategies.
Commercial AwarenessUnderstand the commercial drivers influencing customer decisions and apply this knowledge to retention conversations.
Communicate the value of DNA Payments' products and services clearly and effectively.
Highlight opportunities where customers may benefit from alternative products, pricing options, or service configurations.
Process & Performance ImprovementProvide insight into trends, barriers, and recurring issues based on customer conversations.
Suggest process improvements derived from customer feedback and direct experience.
Participate in ongoing training to stay updated on products, pricing, systems, and retention best practices.
Performance & ReportingWork towards and exceed retention KPIs and targets.
Track and report personal performance metrics within agreed timescales.
Maintain accurate, up‐to‐date account information and documentation in Salesforce to ensure success visibility, pipeline tracking, and operational alignment. Customer ExperienceDeliver excellent customer service in all interactions, ensuring customers feel valued and supported. Collaborate with customer service, sales, and other internal teams to resolve issues and ensure seamless customer journeys. xohmjla Promote a positive customer relationship by providing clear communication, empathy, and high‐quality support.
Retentions Executive in Vauxhall 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.
