Retention Specialist

The Portfolio Group; Ringway; On-site; GBP 25,000 - 31,000; Full time

Job summary

The Portfolio Group is recruiting a Retention Specialist based in Manchester City for a fast-paced, global business. This onsite role focuses on building strong relationships with existing business customers, retaining them long-term, and identifying opportunities to introduce additional products and services.

You will work with finance, credit control and customer service to resolve issues, keep customers loyal, and drive revenue through referrals and networked opportunities.

Qualifications

• Experience in customer retention and account management.
• Proven ability to retain B2B customers and grow contract value.
• Strong negotiation and communication skills.
• Comfortable working in a fast-paced environment.

Responsibilities

• Meet and exceed quarterly growth targets and KPIs.
• Build relationships with existing clients and identify retention opportunities.
• Discuss clients' needs and recommend products/services.
• Collaborate with finance and credit control to retain clients facing difficulties.
• Coordinate with customer service to re-engage after issues.
• Generate new business through referrals and networking.
• Maintain accurate CRM records.
• Monitor performance via weekly, monthly, quarterly reports.
• Protect client experience and company reputation through excellent service.
• Develop product knowledge and contribute ideas to the role.

Skills

Customer service

Relationship building

B2B retention

Negotiation

Communication skills

Target-driven

Adaptability

Job description

Retention Specialist

Based in Manchester City

5 days onsite, Monday - Friday

Paying up to £28,000 (OTE £45,000 with uncapped commission)

About the role

We're looking for a confident, customer-focused Retention Specialist to join a fast-paced, growing global business.

This is a commercially focused role where you'll be responsible for building strong relationships with existing business customers, understanding their needs and finding ways to keep them for the long term. You'll also identify opportunities to introduce customers to additional products and services, as well as generate new business through referrals and networking.

You'll work closely with the finance, credit control and customer service teams, particularly when customers are experiencing financial challenges or have had a poor service experience. The aim is simple: provide an excellent experience, solve problems effectively and turn potentially lost customers into loyal, long-term clients.

What you'll be doing

• Meet and exceed quarterly growth targets and individual KPIs.
• Build strong relationships with existing clients and identify opportunities to improve retention and increase contract value.
• Have meaningful conversations with small business owners to understand their needs and recommend relevant products and services.
• Work alongside finance and credit control to retain clients who may be experiencing financial difficulties.
• Partner with customer service to re-engage clients following service issues and rebuild trust.
• Generate new business opportunities through client referrals, networking and existing relationships.
• Keep CRM records accurate and up to date.
• Monitor and report on your performance on a weekly, monthly and quarterly basis.
• Help maintain a positive client experience and protect the company's online reputation by delivering excellent service.
• Take ownership of your product knowledge and become an expert in the products and services we offer.
• Bring new ideas and ways of working to help shape and develop the role.

What we're looking for

You'll be someone who genuinely enjoys talking to customers and is confident having commercial conversations. You'll know how to listen, understand what a customer actually needs, and find the right solution while keeping the relationship at the heart of everything you do.

Ideally, you'll have:

• Exceptional customer service and relationship-building skills.
• A proven track record of successfully retaining customers, particularly within a B2B environment.
• Strong negotiation skills and the ability to turn difficult customer conversations into positive outcomes.)
• Excellent communication skills, with the confidence to work with stakeholders at all levels.
• A target-driven and commercially minded approach.
• The ability to thrive in a fast-paced environment where priorities can change.
• A flexible, adaptable attitude and a willingness to suggest ideas and help shape the future of the role.

52181CH

The Portfolio Group are acting on behalf of our client in recruiting for this position