At a Glance
- Tasks: Engage with customers to boost loyalty and tackle barriers to orders.
- Company: Join a Glasgow-based coffee roaster with a rich history since 1864.
- Benefits: Enjoy a competitive salary, potential bonuses, and a supportive team culture.
- Other info: This role offers a full-time schedule with fixed hours, perfect for work-life balance.
- Why this job: Be part of an industry-leading team that values customer relationships and personal growth.
- Qualifications: 2 years in sales or customer service is essential; strong communication skills are a must.
The predicted salary is between 21800 - 25880 € per year.
About Us: We’re born and bred in Glasgow. Our business was founded on the Clyde back in 1864, and we’re still here today. We are proud to roast exceptional coffee for thousands of cafés and hospitality businesses across the UK & Ireland. Our workforce has grown to over 200 to support our expanding customer base, product range and service offering.
About The Role: An excellent opportunity has arisen for an experienced customer retention executive to join us here at Matthew Algie on a permanent full-time basis with fixed Monday - Friday shifts. The Retention Executive will communicate with customers to increase loyalty and retain business or services. The role involves gathering information about non-buying customers within specific sales channels, working closely with the customer and our sales teams to find a solution to any barrier preventing an order being placed. To be successful as a retention executive, you should have a persuasive attitude, excellent customer relationship skills and a passion for sales. The expectation is for you to reduce our non-buyers list, increase sales by creating lasting bonds with our customers.
Responsibilities:
- Engaging with customers who haven’t placed a product order for 90+ days to understand the reason.
- Proactively looking for solutions to retain their business and encourage them to stay.
- Identify non-buying customer information using already created internal power BI reports.
- Use persuasive communication skills to engage with customers intending to cancel their contract with Matthew Algie.
- Address any issues to prevent loss of business.
- Identify opportunities to cross-sell existing products and services to customers to generate company revenue.
- Upsell products and services to existing clients to increase sales and improve the profit margin.
- Work closely with the sales team to refer accounts where the customer has a different set of needs and requirements.
- Work to meet monthly retention targets.
- Track reasons for cancellation and customer feedback for future product/service improvement.
- Update our CRM (CE) after each interaction with the customer.
- Keep up to date with Matthew Algie product, services, and promotional offers.
Experience:
- 2 years experience gained in a Sales environment, in an active role.
- Considerable experience in Customer Service environment.
- Knowledge and understanding of order processing systems.
Skills / Knowledge:
- Excellent communication and negotiation skills.
- Ability to empathize with and prioritize customer needs.
- Patience and ability to manage stress.
- Knowledge of the company’s products, services, and policies.
- Problem-solving skills and the ability to think under pressure.
Personal Attributes:
- Ability to work under pressure to meet deadlines and customer timeframes.
- Ability to work independently and as part of a team.
- Ability to be flexible to meet the needs of the team and the customer.
- A strong work ethic.
- Resilience – able to respond professionally and courteously to customer complaints while remaining composed.
- Personal motivation and enthusiasm and ability to motivate others.
- Adaptability, willingness to learn new things and cope well with change.
If this sounds like you, then you could be the right fit for us! Please click APPLY, upload your CV and we’ll be in touch as soon as we can.
Equal Opportunities: We are committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make best use of their skills, free from discrimination or harassment, and in which all decisions are based on merit.
Customer Retention Executive - Glasgow employer: Matthew Algie
At Matthew Algie, we take pride in our rich heritage and commitment to excellence, making us an exceptional employer in Glasgow. Our vibrant work culture fosters collaboration and innovation, offering employees ample opportunities for personal and professional growth within the coffee industry. With competitive salaries, performance-based earnings, and a supportive environment, we empower our team to thrive while enjoying the unique charm of our Glasgow headquarters.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retention Executive - Glasgow
✨Tip Number 1
Familiarise yourself with Matthew Algie's products and services. Understanding their offerings will not only help you engage with customers effectively but also demonstrate your genuine interest in the company during any conversations.
✨Tip Number 2
Brush up on your persuasive communication skills. Since the role involves retaining customers and addressing their concerns, being able to articulate solutions clearly and confidently will set you apart from other candidates.
✨Tip Number 3
Network with current or former employees of Matthew Algie. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when discussing your fit for the role.
✨Tip Number 4
Prepare examples of how you've successfully retained customers in previous roles. Having specific instances ready to share will showcase your experience and problem-solving abilities, making you a more attractive candidate.
We think you need these skills to ace Customer Retention Executive - Glasgow
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in customer service and sales. Emphasise any roles where you've successfully retained customers or increased sales, as this aligns with the responsibilities of a Customer Retention Executive.
Craft a Compelling Cover Letter:In your cover letter, express your passion for customer retention and sales. Use specific examples from your past experiences to demonstrate your persuasive communication skills and ability to empathise with customer needs.
Showcase Relevant Skills:Highlight key skills such as problem-solving, negotiation, and resilience in your application. These are essential for the role and will show that you understand the demands of the position.
Research the Company:Familiarise yourself with Matthew Algie's products and services. Mentioning specific products or initiatives in your application can demonstrate your genuine interest in the company and its mission.
How to prepare for a job interview at Matthew Algie
✨Know the Company Inside Out
Before your interview, make sure you research Matthew Algie thoroughly. Understand their history, products, and values. This will not only show your interest but also help you tailor your answers to align with their mission.
✨Demonstrate Your Customer Service Skills
Prepare examples from your past experiences that highlight your customer service skills. Be ready to discuss how you've successfully handled difficult situations or retained customers in the past, as this role heavily focuses on customer retention.
✨Showcase Your Persuasive Communication
Since the role requires a persuasive attitude, practice articulating your thoughts clearly and confidently. You might be asked to role-play a scenario where you need to convince a customer to stay, so be prepared to demonstrate your negotiation skills.
✨Be Ready to Discuss Sales Strategies
Think about how you can cross-sell or upsell products effectively. Prepare to discuss strategies you've used in previous roles to increase sales and retain customers, as this will be crucial for meeting the company's retention targets.
