Customer Retention Specialist

KINGSGATE RECRUITMENT; Leatherhead; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading company in media and magazine distribution seeks a Customer Retention Specialist in Leatherhead to engage existing clients and enhance satisfaction. The role focuses on building strong relationships, addressing customer concerns, and driving retention initiatives, requiring excellent communication and organizational skills.

Qualifications

• Minimum 3 years in a retention or customer success role.
• Excellent listening and persuasive skills.
• Customer-first mindset with a proactive approach.

Responsibilities

• Proactively engage with customers to build relationships.
• Identify and offer tailored solutions to prevent cancellations.
• Track and report retention metrics and customer feedback.

Skills

Communication

Attention to Detail

Problem Solving

Organizational Skills

Relationship Building

Tools

CRM Tools

Job description

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Customer Retention Specialist, Leatherhead

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Client:

KINGSGATE RECRUITMENT

Location:

Leatherhead, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

b9d89c5f66be

Job Views:

4

Posted:

01.07.2025

Expiry Date:

15.08.2025

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Job Description:

Overview

Our client is the UK’s leading provider of media and magazine distribution services, delivering premium print and digital reading experiences to a wide range of sectors including hospitality, salons, healthcare, and corporate environments. As part of their ambitious growth, they are seeking a Customer Retention Specialist to strengthen their relationships with existing clients, reduce churn, and drive renewal success.

Role Overview

This is a retention-first role focused on engaging with existing customers, ensuring their satisfaction, and encouraging long-term loyalty. You’ll act as a key touchpoint post-sale—working to understand customer needs, address concerns, and offer solutions that support retention and renewal.

You’ll also support the finance team by assisting with occasional payment-related queries or follow-ups, but your main objective is to keep our customers happy, engaged, and coming back.

The Role

Customer Retention (Primary Focus)

• Proactively engage with customers via phone and email to build strong relationships.
• Identify and address reasons for potential cancellations—offering tailored solutions.
• Deliver compelling retention offers and product alternatives to meet evolving needs.
• Track and report retention metrics, customer feedback, and renewal trends.
• Support onboarding and check-in processes to ensure long-term customer satisfaction.
• Work closely with the sales, marketing, and service teams to improve customer journeys and retention strategies.
• Help shape our customer success approach by sharing insights from your conversations.

Credit Support (Secondary/Light Support)

• Assist with occasional follow-up on overdue invoices as part of customer engagement.
• Help resolve basic account-related queries in collaboration with the finance team.
• Ensure accurate notes are maintained on customer records related to billing or retention status.
• Support customer service when necessary

The Person

• Minimum 3 years in a retention or customer success role.
• A confident communicator with excellent listening and persuasive skills.
• Natural relationship builder who can stay calm and professional under pressure.
• Highly organised with strong attention to detail and ability to manage multiple priorities.
• Customer-first mindset with a proactive, problem-solving approach.
• Familiarity with CRM and account management tools.
• Bonus: basic understanding of invoicing or subscription-based services.