Hybrid Customer Retention & Account Manager

Insight Select Limited; Greater London; Hybrid; GBP 30,000 - 35,000; Full time

Benefits offered by this job

25 days’ annual leave

Generous pension scheme (up to 12%)

Life assurance (5x salary)

Job summary

Insight Select Limited is seeking an experienced professional to focus on member retention and engagement, building relationships with existing members and reducing churn. You will resolve queries, communicate value, and tailor support to retain memberships.

The role involves proactive outreach by phone and email, understanding member needs, and collaborating with colleagues to raise retention opportunities. Hybrid London office arrangement applies.

Qualifications

• Experience in customer retention, membership services, account management or a customer-facing environment.
• Strong telephone communication and questioning skills, with the ability to understand customer concerns and identify suitable solutions.
• Experience using CRM systems and Microsoft Office.
• Excellent written and verbal communication skills.
• Strong organisational skills, with the ability to manage multiple priorities and meet deadlines.
• A proactive, determined and results-driven approach.
• Excellent attention to detail and a commitment to maintaining accurate records.
• A professional, collaborative and customer-focused attitude.

Responsibilities

• Contact members by telephone and email to understand why they have not renewed their membership and identify opportunities to retain them
• Build a strong understanding of members’ businesses, processes and how they use the organisation’s products and services
• Educate members on the benefits of membership and the value of continuing to use the organisation’s standards and solutions
• Re-engage former members and identify opportunities to recover outstanding membership fees where applicable
• Assist with processing member payments and maintaining accurate account information.
• Deliver an excellent standard of customer service, ensuring all interactions are professional, helpful and solution-focused
• Maintain accurate records of all customer communications and activities within the CRM system
• Produce accurate reports and insights to support business decisions and identify retention opportunities
• Work collaboratively with colleagues and elevate queries when specialist support is required

Skills

Customer retention

Account management

Strong communication

CRM experience

Microsoft Office

Attention to detail

Organization

Customer service

Tools

CRM systems

Microsoft Office

Job description

Insight Select Limited is seeking an experienced professional to focus on member retention and engagement, building relationships with existing members and reducing churn. You will resolve queries, communicate value, and tailor support to retain memberships.

The role involves proactive outreach by phone and email, understanding member needs, and collaborating with colleagues to raise retention opportunities. Hybrid London office arrangement applies.