Retentions Executive

DNA Payments Ltd; Hull and East Yorkshire; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

DNA Payments Ltd is seeking a Retentions Executive to protect revenue by engaging customers considering cancellation, understanding concerns and offering tailored retention options. Hybrid working arrangement and 37.5 hours per week.

You will manage inbound and outbound retention activity, maintain records in Salesforce, and collaborate with customer service, sales and other teams to deliver a seamless customer experience and reduce churn.

Responsibilities

• Proactively contact customers who have expressed an intent to cancel and work to retain them.
• Identify key reasons for dissatisfaction or potential churn and provide appropriate, tailored solutions.
• Negotiate and offer retention incentives where appropriate to maintain customer relationships.
• Maintain accurate records of all customer interactions and feedback to support analysis and retention strategies.
• Understand the commercial drivers influencing customer decisions and apply this knowledge to retention conversations.
• Communicate the value of DNA Payments’ products and services clearly and effectively.
• Highlight opportunities where customers may benefit from alternative products, pricing options, or service configurations.

Job description

Role Summary

The Retentions Executive is responsible for engaging with customers who may be considering cancellation and delivering effective solutions to retain their business. This role focuses on understanding customer concerns, providing tailored retention options, and supporting long‑term customer satisfaction and loyalty. You will manage inbound and outbound retention activity to reduce churn and enhance customer experience.

Reporting into: Portfolio Retentions Manager

Working location: Hybrid

Working hours: 37.5

Key Responsibilities:

Customer Retention & Case Management

• Proactively contact customers who have expressed an intent to cancel and work to retain them.

• Identify key reasons for dissatisfaction or potential churn and provide appropriate, tailored

• solutions.

• Negotiate and offer retention incentives where appropriate to maintain customer relationships.

• Maintain accurate records of all customer interactions and feedback to support analysis and

• retention strategies.

Commercial Awareness

• Understand the commercial drivers influencing customer decisions and apply this knowledge to

• retention conversations.

• Communicate the value of DNA Payments’ products and services clearly and effectively.

• Highlight opportunities where customers may benefit from alternative products, pricing options, or service configurations.

Process & Performance Improvement

• Provide insight into trends, barriers, and recurring issues based on customer conversations.

• Suggest process improvements derived from customer feedback and direct experience.

• Participate in ongoing training to stay updated on products, pricing, systems, and retention best

• practices.

Performance & Reporting

• Work towards and exceed retention KPIs and targets.

• Track and report personal performance metrics within agreed timescales.

• Maintain accurate, up‑to‑date account information and documentation in Salesforce to ensure success visibility, pipeline tracking, and operational alignment.

Customer Experience

• Deliver excellent customer service in all interactions, ensuring customers feel valued and supported.

• Collaborate with customer service, sales, and other internal teams to resolve issues and ensure seamless customer journeys.

• Promote a positive customer relationship by providing clear communication, empathy, and high‑quality support.