Retention Executive

Retention Executive
Central London (Liverpool Street)
£30,000–£35,000 - Hybrid Working plus excellent benefits
StormX Recruitment is supporting a well-established membership organisation with the appointment of a Retention Executive.
This is an excellent opportunity for a confident communicator who enjoys building relationships, understanding customer needs and finding solutions to retain existing members.
Working as part of a dedicated retention team, you will engage with members who have not renewed their membership, understand their reasons for leaving and demonstrate the value of the organisation's services. Through effective communication, questioning and problem-solving, you'll play an important role in improving retention and delivering an excellent member experience.
Based in modern offices close to Liverpool Street, the role offers hybrid working, with three days in the office and two days from home , alongside an excellent benefits package.
Key Responsibilities
Contact existing and lapsed members by telephone and email to understand non-renewal decisions and identify opportunities to retain their membership.
Build an understanding of members' businesses, processes and use of the organisation's products and services.
Clearly communicate the benefits of membership, helping members understand how they can get the most from the services available.
Investigate cases where former members continue to use relevant online marketplaces, identifying opportunities to recover membership fees where appropriate.
Assist with member payments and maintain accurate