Customer Retention & Experience Lead

Exponential-e; England; On-site; GBP 22,000 - 30,000; Full time

Job summary

Exponential-e is seeking a dedicated Customer Retentions Executive to maximise sales targets and promote the business services to the highest standard. Using empathy, patience and first‑class customer service skills, you will rebuild relationships, retain customers and act as a key contact for quotes and order queries.

You will provide accurate reporting, update CRM records, build renewal quotes with notes, and collaborate with Account Managers to protect revenue and margins.

Qualifications

• Excellent telephone manner.
• Resilience in managing difficult conversations.
• Organised, self-motivated and a team player.
• Able to work under pressure.
• Able to prioritise tasks within company processes.
• Commitment to doing the very best for customers.
• Professional communicator with the ability to build strong customer relationships.
• Technical aptitude.
• Desire to provide excellent customer service.

Responsibilities

• Help maximise sales targets and promote the businesses services to the highest standard
• Using empathy, patience and first-class customer service skills to rebuild relationships and retain customers
• Act as a key point of contact for Customers and Account Managers to assist with quotes and order related queries.
• Increasing Customer Experience, Satisfaction and Loyalty
• Using listening and influencing skills in order to retain customers
• Build rapport with our customers and be willing to go the extra mile in order to secure our customer base.
• Being supportive and attentive to understand customer issues
• Addressing cancellations within the business SLAs
• Provide accurate reporting on retentions for your line manager and directors to review
• Accurately updating client agreements, accounts, paperwork and the CRM system in a timely manner
• Build renewal quotes with detailed notes for a smooth ordering process
• Negotiate with vendors to get the best cost possible
• Hit key targets such as revenue renewed and best possible margins
• Identify high risk customers and work with customer experience to ensure we get them back on track

Skills

Excellent telephone manner

Resilience in managing difficult cust.

Organised

Self-motivated

Team player

Ability to work under pressure

Prioritise tasks

Commitment to customer service

Professional communicator

Technical aptitude

Build relationships

Job description

Exponential-e is seeking a dedicated Customer Retentions Executive to maximise sales targets and promote the business services to the highest standard. Using empathy, patience and first‑class customer service skills, you will rebuild relationships, retain customers and act as a key contact for quotes and order queries.

You will provide accurate reporting, update CRM records, build renewal quotes with notes, and collaborate with Account Managers to protect revenue and margins.