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For Companies At a Glance
- Tasks: Engage with customers, upsell products, and manage retention campaigns.
- Company: Join a dynamic team at Ogi, a Disability Confident Employer.
- Benefits: Inclusive environment, competitive salary, and opportunities for personal growth.
- Why this job: Make a real impact by enhancing customer loyalty and experience.
- Qualifications: Previous telesales experience and a passion for customer service.
- Other info: Embrace challenges in a supportive, energetic team atmosphere.
The predicted salary is between 36000 - 60000 £ per year.
About you
Reporting to the Telesales Team Leader, this role will play a leading part in delivering our customer retentions target. The Customer Loyalty Executive will be responsible for inbound and outbound activity: pro-actively contacting existing customers, upselling and managing outbound retention campaigns to consumers. The individual will also be responsible for managing general customer queries and retaining customers who have come through the one touch switching process. This candidate needs to be someone who is comfortable handling objections and having difficult conversations. The successful candidate will be KPI driven, thrive on delivering results and have experience of working in a telesales role. Customer experience and quality of service will be central to their interactions. The Customer Loyalty Executive will be ambitious, energetic, customer centric, results orientated and a team player. The Customer Loyalty Executive will need to be knowledgeable, pro-active and have the ability to work independently. We are looking for a confident and positive individual with a ‘can-do’ attitude, able to rise above day-to-day challenges and deliver outstanding results to the company.
What you'll be doing
- Delivery of all KPIs including: customer retention conversion targets, upsell, drop out, early churn, product and package blend, cost of acquisition.
- Delivery of our key retention KPIs.
- Process and manage upgrades and add ons pre and post install.
- Provide regular ‘insight and learnings’ from customer feedback/marketing campaigns to CRO/CMO and wider team.
- Identify opportunities to optimise performance.
- Manage the retentions mailboxes ensuring replies are prompt and in-keeping with the company's tone of voice.
- Stay abreast of all product information and competitor activity.
- ‘Think Customer’, providing an exceptional customer experience across all activities, putting the customer at the heart of what you do.
- ‘Live’ the company values at all times and bring them to life in a meaningful way for the rest of the organisation, communities and customers.
- Act as an internal expert on Customer loyalty.
- Use CRM systems and others to track and manage sales and consumer information (taking into account GDPR implications).
- Attend regular meetings with teams, reviewing performance, sharing ideas and insights, and motivating and energising.
Next Steps
Please get in touch for more information and a confidential chat, even if you don't tick all the requirements but think you'd be a good fit. At Ogi, we’re proud to be a Disability Confident Employer and celebrate different perspectives. We’re committed to creating an inclusive environment where everyone can thrive, and to an accessible and inclusive recruitment process. If you require any reasonable adjustments or support during your application, interview, or assessment stages, such as alternative formats, additional time, or specific communication needs, please don’t hesitate to let us know. We want to ensure everyone has a fair chance to show what they can bring to the role.
By applying to this advert, you are giving Ogi the authority to hold and process your data in line with our privacy policy, which can be found on our website.
Customer Loyalty Executive in Cardiff employer: Ogi
Contact Detail:
Ogi Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Loyalty Executive in Cardiff
✨Tip Number 1
Get to know the company inside out! Research Ogi's values, products, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your pitch! Since this role is all about customer interaction, rehearse how you'd handle objections and difficult conversations. Role-playing with a friend can really boost your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider tips and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're proactive and serious about joining the team.
We think you need these skills to ace Customer Loyalty Executive in Cardiff
Some tips for your application 🫡
Show Your Customer-Centric Side: When writing your application, make sure to highlight your passion for customer experience. We want to see how you put customers at the heart of everything you do, so share specific examples of how you've gone above and beyond in previous roles.
Be Results-Driven: Since this role is all about hitting KPIs, don’t shy away from showcasing your achievements. Use numbers and metrics to demonstrate how you've successfully met or exceeded targets in past telesales positions. We love a good success story!
Keep It Professional Yet Personable: While we appreciate a friendly tone, remember to maintain professionalism in your application. Show us your approachable nature but also your ability to handle difficult conversations with confidence. Balance is key!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
How to prepare for a job interview at Ogi
✨Know Your Numbers
Before the interview, brush up on key performance indicators (KPIs) relevant to customer retention and telesales. Be ready to discuss how you've met or exceeded these metrics in your previous roles. This shows you understand the importance of results and can contribute to the company's goals.
✨Master Objection Handling
Prepare for questions that test your ability to handle objections and difficult conversations. Think of specific examples where you've successfully turned a negative situation into a positive outcome. This will demonstrate your resilience and customer-centric approach.
✨Showcase Your Customer-Centric Mindset
During the interview, emphasise your passion for delivering exceptional customer experiences. Share stories that highlight how you've put customers at the heart of your actions, whether through upselling or resolving queries. This aligns perfectly with the company's values.
✨Be Proactive and Knowledgeable
Research the company’s products and recent competitor activity. Being knowledgeable about what the company offers will allow you to engage in meaningful discussions during the interview. It also shows your proactive nature and genuine interest in the role.