Retentions Executive

Curaleaf International; Sunderland; Híbrido; GBP 26.000 - 34.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working

Private medical insurance

On-site parking

Development opportunities

Descripción de la vacante

Curaleaf International is seeking a Retentions Executive to protect patient relationships and deliver outstanding service across the healthcare journey. You will contact patients at risk of leaving, resolve concerns with empathy, and collaborate with Clinic, Pharmacy and Patient Services to improve retention metrics while maintaining the highest standards of care.

This role offers a hybrid working arrangement, four days in the office and one day from home.

Formación

• Experience in customer service, retention or similar roles.
• Strong communication, listening and problem-solving skills.
• Ability to manage issues through to resolution and escalate appropriately.
• Good organisational skills and accurate record-keeping.

Responsabilidades

• Support retention by contacting patients at risk of leaving and offering solutions.
• Deliver excellent service with empathy and professionalism.
• Resolve issues and elevate clinical or safeguarding matters when needed.
• Meet KPIs for retention, save rates, productivity and response times.
• Maintain accurate records of interactions and churn reasons in Zendesk and other systems.
• Review dashboards and feedback to identify trends and improvement opportunities.
• Collaborate with Clinic, Pharmacy, Patient Services, Operations and Finance to improve patient journeys.

Conocimientos

Customer service

Retention

Account management

Communication

Problem solving

Organisational skills

Excel

Power BI

CRM Zendesk

Healthcare experience

Educación

GCSE English & Maths

Herramientas

Zendesk

Power BI

Excel

Descripción del empleo

About The Role

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 elevate 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 elevate 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:

• Competitive salary.
• Excellent holiday allowance.
• Private medical insurance.
• Free on site parking.
• Ongoing development opportunities.
• 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.