Retention Specialist - French market (m/f/d)

Shiftmove; Aix-en-Provence; À distance; Confidentiel; Plein temps

Résumé du poste

A dynamic customer-focused company is seeking a Customer Retention Specialist in Aix-en-Provence. Your role involves empathizing with customers, negotiating win-back opportunities, and collaborating with internal teams. Solid French and English skills are essential. Enjoy flexible work arrangements and a stable CDI contract while contributing to customer journey improvements.

Prestations

Permanent employment contract (CDI)

Flexible work setup

Meal vouchers

Full health insurance

Online benefit platform

Qualifications

• Solid command of French language (C2) and fluent English (B2/C1).
• Solution-oriented and resilient with a natural curiosity.
• Comfortable handling difficult conversations.

Responsabilités

• Contact customers to understand termination requests.
• Negotiate win-back opportunities highlighting solution value.
• Collaborate with internal teams to share customer feedback.
• Track churn reasons to shape retention strategy.
• Contribute to developing better offboarding processes.

Connaissances

Empathy

Negotiation skills

Communication

Active listening

Professionalism

Description du poste

At Shiftmove, customer retention is where empathy meets impact. Every conversation with a customer is a chance to listen, understand, and create value that lasts. Our Retention team plays a key role in turning challenges into opportunities, identifying why customers leave, addressing their concerns, and, whenever possible, rebuilding long-term partnerships.

As Shiftmove continues to grow across Europe, your primary mission will be combining the care of Customer Experience with the drive of Sales. You’ll use your empathy, communication, and negotiation skills to protect revenue, strengthen relationships, and shape how customers experience Shiftmove long after they sign their first contract.

Join us in creating meaningful conversations that drive real business results, one win-back at a time.

What You Will Do

• Contact customers based in France who have submitted termination requests to understand the reasons behind their decision
• Listen, empathise, and negotiate win-back opportunities by highlighting the value of our solution
• Collaborate with internal teams (ADV, Sales, Support, Product) to share key feedback and insights from churned customers
• Track and categorize churn reasons to help shape company's retention strategy
• Develop and refine your negotiation, communication, and customer psychology skills through real customer interactions
• Contribute to building better offboarding and win-back processes as the function evolves

In the near future, this role will evolve into a more strategic position, proactively engaging customers before contract renewal dates, showcasing the value they’ve gained, and helping them envision continued success with us.

Your Profile

• You’re solution-oriented, resilient, and naturally curious. Skilled at building trust, following up, and communicating with empathy
• Empathetic and persuasive communicator who enjoys turning challenges into opportunities
• Comfortable handling difficult conversations with active listening, professionalism and tact
• Curious and eager to understand customer motivations and emotions
• Organized, resilient, and motivated by clear outcomes (e.g., successful win-backs)
• Excited about growing into a more strategic customer growth role over time
• Solid command of French language (C2) and fluent English (B2/C1)

Our Offer

• Learning: Develop strong foundations in customer success, relationship building, trust management, and sales negotiation techniques
• Impact: Play a key role in shaping processes and making a real difference within our Customers' Journey
• Culture: A cheerful, motivated, and collaborative team where empathy and curiosity matter just as much as technical skills.
• Long-term stability with a permanent employment contract (CDI) and a 39-hour workweek
• Flexible work setup: Remote work and flexible working hours after probation
• Meal vouchers to support your daily well-being
• Full health insurance, including your whole family
• Online benefit platform (Leeto) offering discounts on a variety of activities
• We invest in your growth: Wherever you want to take your career, we’ll support you along the way