Customer Engagement & Retention Leader

Motia; Leeds; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Free breakfast

Birthday leave

25 days annual leave

Pension

4 x salary life assurance

Early Friday finish

Dress down office

Sociable working hours

Job summary

Motia, a leading fleet solutions provider in the UK, is seeking a Customer Engagement Manager at our Lawnswood office in North Leeds. You will protect revenues by retaining customers, resolving issues, and delivering tailored solutions while building lasting relationships.

You’ll use CRM and dialer systems, collaborate with sales and service teams, and aim to meet retention targets. The role offers a supportive environment with a focus on growth, a competitive base salary, monthly commissions,

Qualifications

• Proven experience in customer retention, account management, customer success, or sales environment.
• Previous experience managing win-back or cancellation-retention activity.
• Demonstrable success in improving customer satisfaction and loyalty.
• Strong relationship-building, communication, and influencing skills.
• Excellent problem-solving and objection-handling abilities.
• Highly organised with strong attention to detail.
• Comfortable working with CRM platforms and dialler systems.
• Ability to manage multiple customer accounts and follow-up activities effectively.
• Results-focused with experience working towards performance targets.
• Experience identifying and delivering cross-sell opportunities.
• Customer-centric with a genuine passion for helping customers achieve positive outcomes.

Responsibilities

• Contact customers who have requested to close their accounts with a view to retaining their business.
• Investigate and identify the root cause of customer dissatisfaction or disengagement.
• Use a consultative approach to understand customer needs, challenges, and objectives.
• Present tailored solutions that address customer concerns and demonstrate the value of remaining with the business.
• Successfully negotiate positive outcomes that retain customers and reduce account closures.
• Re-engage customers to maximise account utilisation and drawing potential.
• Develop and maintain strong customer relationships through regular contact and proactive account management.
• Monitor customer activity and engagement levels, taking proactive action where required.
• Deliver a consistently high standard of customer care and service throughout the customer lifecycle.
• Identify and deliver cross-sell and upsell opportunities that enhance the customer experience and support business growth.
• Recommend relevant products and services based on customer needs and account activity.
• Encourage deeper customer engagement to increase long-term value, loyalty, and account longevity.
• Meet and exceed agreed customer retention and engagement targets.
• Accurately record customer interactions, outcomes, and follow-up actions within CRM systems.
• Utilise CRM and dialler platforms effectively to manage activity and maintain customer records.
• Provide feedback and insights on recurring customer issues and opportunities for service improvement.

Skills

Customer retention

Account management

Customer success

Sales experience

CRM proficiency

Dialler systems

Relationship building

Communication

Problem solving

Detail oriented

Tools

CRM platforms

Dialler systems

Job description

Motia, a leading fleet solutions provider in the UK, is seeking a Customer Engagement Manager at our Lawnswood office in North Leeds. You will protect revenues by retaining customers, resolving issues, and delivering tailored solutions while building lasting relationships.

You’ll use CRM and dialer systems, collaborate with sales and service teams, and aim to meet retention targets. The role offers a supportive environment with a focus on growth, a competitive base salary, monthly commissions,