Retentions Executive

Curaleaf International; Sunderland; Hybrid; GBP 26,000 - 38,000; Full time

Benefits offered by this job

Excellent holiday allowance

Private medical insurance

Free on-site parking

Hybrid working pattern

Job summary

Curaleaf International is seeking a Retentions Executive to enhance patient journeys, strengthen relationships and ensure ongoing engagement across our healthcare services. You will manage sensitive conversations with empathy, resolve issues and contribute to improving retention metrics.

The role involves using Zendesk for case records and Power BI dashboards to review trends. A customer-focused mindset, strong organisational skills and the ability to work in a hybrid setup are essential.

Qualifications

• Strong communication, listening and problem-solving skills.
• Ability to manage issues through to resolution while maintaining patient experience.
• Confident in working towards targets without compromising service.
• Experience with CRM platforms such as Zendesk is desirable.

Responsibilities

• Support retention by contacting patients at risk of leaving and offering solutions.
• Deliver excellent service with empathy, professionalism and care.
• Take ownership of patient concerns and follow up on actions.
• Meet KPIs for retention, save rates, productivity, response times and quality.
• Maintain accurate records of patient interactions and churn reasons using Zendesk and other approved systems.
• Use dashboards and feedback to identify trends and opportunities for improvement.
• Collaborate with Clinic, Pharmacy, Patient Services, Operations, Finance and Prescribing teams to resolve issues.

Skills

Communication

Problem-solving

Target-driven

Empathy & care

Education

GCSE English & Maths

Tools

Zendesk

Power BI

Excel

Job description

Make a Real Difference to Every Patient Journey. At Curaleaf, every interaction matters. A great conversation can rebuild confidence, resolve concerns, and help a patient continue receiving the care they need. We are looking for a Retentions Executive who is passionate about delivering exceptional patient experiences, building meaningful relationships, and helping patients stay engaged throughout their healthcare journey. This is more than a retention role. It is an opportunity to understand what matters most to our patients, identify opportunities for improvement, and influence positive change across the business.

About us

Curaleaf International is shaping the future of cannabis through its commitment to research and product excellence. Powered by a strong presence at all stages of the supply chain, its unique distribution network throughout Europe, Canada and Australasia brings together pioneering research with cutting-edge cultivation, extraction, and production. Amidst a rapid growth trajectory, the emphasis on quality and expertise aims to ensure the delivery of safe and legal cannabis.

Curaleaf International's network includes a clinic, pharmacy, and laboratory in the UK; cultivation and EU-GMP processing facilities in Portugal; an EU-GMP processing, quality assurance and research site in Spain; Four 20 Pharma wholesaler and distributor in Germany; a Polish wholesaler and clinic; and the EU-GMP producer Northern Green Canada.

Curaleaf International is part of Curaleaf Holdings, Inc., a leading international producer and distributor of consumer cannabis products.

Key responsibilities

• Support retention: Contact patients at risk of leaving, understand their concerns and offer appropriate solutions.
• Deliver excellent service: Handle sensitive conversations with empathy, professionalism and care.
• Resolve issues: Take ownership of patient concerns, follow up on actions and escape clinical or safeguarding matters appropriately.
• Meet performance targets: Work towards KPIs covering retention, save rates, productivity, response times and quality.
• Maintain accurate records: Record patient interactions, churn reasons and outcomes using Zendesk and other approved systems.
• Use data and feedback: Review dashboards and patient feedback to identify trends and opportunities for improvement.
• Collaborate and improve: Work with Clinic, Pharmacy, Patient Services, Operations, Finance and Prescribing teams to resolve issues and improve the patient journey.

About you

You’ll be passionate about delivering excellent customer service and confident handling conversations with empathy and professionalism.

You’ll ideally have:

• Experience in customer service, retention, complaints, account management or a similar customer-facing role.
• Strong communication, listening and problem-solving skills.
• The ability to manage issues through to resolution and escape concerns appropriately.
• Good organisational skills, attention to detail and accurate record-keeping.
• Confidence working towards targets without compromising patient experience.
• Good Microsoft Office skills, particularly Excel, and confidence using Power BI dashboards.
• The ability to work collaboratively and adapt to changing priorities.
• Experience with CRM platforms such as Zendesk is desirable, as is experience in healthcare, regulated services or subscription-based environments, but neither is essential.
• Minimum qualification: GCSE English and Maths at grade C or equivalent.

What You Will Get From Us

We do not just offer a job. We grow careers and provide a supportive environment where your contribution is valued.

You will receive:

• Excellent holiday allowance.
• Private medical insurance.
• Free on site parking.
• Following successful completion of your probation period, you will be eligible for a hybrid working arrangement.
• This will consist of 4 days per week in the office and 1 day per week working from home.

Curaleaf International is committed to creating a diverse and inclusive workplace. We are an equal opportunity employer and welcome applications from all backgrounds.