Customer Retention Executive

Focus Group; Glasgow; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

24 days annual leave + bank holidays

Holiday trading window

Up to £1k monthly bonus (retention)

Hybrid working after probation

Job summary

Focus Group in Glasgow/Bellshill is seeking a Customer Retention Executive to build lasting relationships, protect revenue and improve customer satisfaction. This hybrid role becomes available after probation and offers a path to grow with a fast‑paced, growing technology business.

You will spot early signs of churn, understand issues, and craft solutions that keep customers loyal. Strong communication, empathy, and problem solving are essential as you navigate tough conversations and

Qualifications

• Strong communicator with retention conversations
• Problem solver who identifies root causes
• Resilient under pressure when handling unhappy customers
• Empathetic listener who helps customers succeed
• Commercially aware—retention equals revenue

Responsibilities

• Spot early signs of at-risk customers and intervene promptly
• Understand what went wrong for unhappy customers and propose effective solutions
• Build relationships proactively to foster loyalty and retention
• Handle challenging conversations with calm, professional communication
• Listen, rebuild trust, and demonstrate why staying with Focus Group is the right choice

Skills

Strong communicator

Problem solving

Resilient

Empathetic listener

Commercial awareness

Job description

Customer Retention Executive – Up to £35k OTE

Build Lasting Customer Relationships & Improve Retention

Up to £25k + Up to £1k Monthly Bonus (OTE £35k) | Glasgow, Bellshill | Hybrid Working (After Probation)

(Internal Job Level Reference: Associate)

Keep customers happy and loyal. Your retention skills protect revenue and improve service.

About Focus Group

£1bn valuation, 30,000+ customers, 1,300+ employees across 20 UK offices. Award-winning employer (UK's Best 100 Companies to Work For 2021). Our recent investment from PE backers, Hg, is supporting Focus Group's organic growth plan, M&A ambitions and product development initiatives, so we can keep delivering innovative technology solutions to businesses of every size, shape and sector.

About the role

As a Customer Retention Executive in our Glasgow, Bellshill office, you'll be at the heart of keeping our customers happy and loyal.

• Spot the early warning signs of a customer who's thinking of leaving, and step in before it's too late
• Take the time to properly understand what's gone wrong for unhappy customers, then find a solution that works for them
• Build relationships proactively — not just fixing problems as they land, but building loyalty strong enough that customers want to stay
• Handle challenging conversations with frustrated or unhappy customers, staying calm and professional throughout
• Listen, rebuild trust, and show customers why staying with Focus Group is the right call

What we're looking for

• A strong communicator who can handle retention conversations professionally
• A problem solver who gets to the root cause and finds real solutions
• Resilient — someone who stays calm and level-headed with unhappy customers
• An empathetic listener who genuinely wants to help customers succeed
• Commercially aware — you understand that retention equals revenue

Don't let the list above put you off. We value passion, potential and a willingness to learn just as much as experience. We're a fast-paced, growing business, and if you're excited about customer relationships and helping companies succeed with technology, we'd love to hear from you — even if you don't tick every box.

Benefits

• 24 days annual leave + bank holidays, increasing with length of service
• Holiday trading window — buy and sell up to five days holiday
• Up to £1k monthly bonus for hitting your retention targets
• Hybrid working available after probation

Life at Focus Group

We're proud to have built an outstanding place to work, where people thrive and are recognised for their achievements. We're delighted to have been named one of the UK's Best 100 Companies to Work For 2021, and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East, in recognition of our culture and our commitment to ESG (Environmental, Social and Governance) values.

At Focus Group, we believe in empowering our people to be their best.

We celebrate diversity and encourage applicants from all backgrounds. Need support applying? Just get in touch—we’re happy to make reasonable adjustments to support you.

Focus Group are committed to ensuring protection for all personal information that we hold, and to provide and protect all data. All staff share in this responsibility and must take appropriate steps in protecting all data. All incidents or risks that may impact this protection must be reported to their manager or to the Data Protection Officer.

Let's connect. Let's grow.