At a Glance
- Tasks: Engage with customers to build relationships and ensure satisfaction.
- Company: Leading media and magazine distribution provider in the UK.
- Benefits: Competitive salary, commission, and opportunities for career growth.
- Other info: Dynamic team environment with a focus on customer success.
- Why this job: Make a real impact by keeping customers happy and loyal.
- Qualifications: 3+ years in customer retention or success roles, excellent communication skills.
The predicted salary is between 28000 - 32000 € per year.
Salary: £28,000 – £32,000 + comms – OTE £32-36,000
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.
- 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.
Please get in touch with the team on 02085497212 for more information or submit your CV using the link below.
Customer Retention Specialist in Surrey employer: Kingsgate Recruitment
As the UK's leading provider of media and magazine distribution services, our company offers a dynamic work environment where your contributions directly impact customer satisfaction and retention. With a strong focus on employee growth, we provide comprehensive training and development opportunities, fostering a culture of collaboration and innovation. Located in a vibrant area, we also offer competitive salaries and performance-based commissions, making us an excellent employer for those seeking a rewarding career in customer success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retention Specialist in Surrey
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Retention Specialist, you'll need to engage with clients effectively. Role-play scenarios with friends or family to build your confidence and refine your approach.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral—making your application stand out!
✨Tip Number 4
Don’t forget to follow up! After any interaction, send a quick thank-you email. It shows your enthusiasm and keeps you fresh in their minds. Plus, it’s a great way to reiterate your interest in the role!
We think you need these skills to ace Customer Retention Specialist in Surrey
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Customer Retention Specialist role. Highlight your experience in customer success and retention, and don’t forget to mention any relevant metrics or achievements that showcase your skills.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer retention and how your previous experiences have prepared you for this role. Be genuine and let your personality come through!
Showcase Your Communication Skills:Since this role involves engaging with customers, make sure your written application reflects your communication prowess. Keep it clear, concise, and professional, while still being friendly and approachable.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Kingsgate Recruitment
✨Know Your Customer Retention Strategies
Before the interview, brush up on effective customer retention strategies. Be ready to discuss how you’ve successfully engaged customers in the past and what techniques you used to reduce churn. This shows that you understand the role's primary focus and are prepared to contribute from day one.
✨Showcase Your Communication Skills
As a Customer Retention Specialist, communication is key. Prepare examples of how you've built strong relationships with clients or resolved conflicts. Practise articulating your thoughts clearly and confidently, as this will demonstrate your ability to engage effectively with customers.
✨Familiarise Yourself with Their Products
Take some time to research the company’s media and magazine distribution services. Understanding their offerings will help you tailor your responses during the interview and show that you're genuinely interested in the role and the company’s mission.
✨Prepare Questions About Customer Success
Think of insightful questions to ask about their current customer retention strategies and challenges. This not only shows your interest but also gives you a chance to demonstrate your proactive, problem-solving mindset. It’s a great way to engage with the interviewers and leave a lasting impression.
