Customer Retention Specialist

Spoki; Brindisi; In loco; EUR 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

An innovative communication solutions company in Italy is seeking a Customer Retention Specialist to strengthen its customer base. This role is essential for preventing churn and maximizing retention. The ideal candidate will be fluent in Italian and English, have strong communication and problem-solving skills, and be results-oriented. You will work towards clear retention targets and collaborate closely with the Onboarding and Customer Success teams.

Competenze

• Ability to handle challenging conversations with active listening and empathy.
• Proven negotiation, persuasion, and closing abilities.
• Accustomed to working toward targets and performing under pressure.
• Able to interpret data and metrics to make informed decisions.
• Quickly understand complex issues and propose effective solutions.
• Handle rejection and tension while maintaining professionalism.

Mansioni

• Analyze metrics and KPIs to identify customers at risk of churn.
• Contact customers who have canceled or not renewed to understand their motivations.
• Develop and implement personalized strategies to win back lost customers.
• Work toward monthly targets for retention rate and recovered customers.
• Gather feedback from departing customers to improve the product.
• Collaborate with Onboarding and Customer Success teams to optimize customer experience.
• Track and report retention activity results to measure effectiveness.

Conoscenze

Fluent in Italian

Fluent in English

Excellent communication skills

Strong commercial mindset

Results-driven

Analytical mindset

Problem-solving skills

Resilience

Descrizione del lavoro

About Us

Spoki is an innovative solution that helps businesses communicate effectively with their customers through conversational channels. We are a dynamic and growing team, focused on our customers’ success and on the continuous improvement of our product.

The Role

We are looking for a Customer Retention Specialist to join our Onboarding Team. This role is strategic and crucial in maintaining and strengthening our customer base, actively working to prevent churn and maximize logo retention. You will be responsible for constantly monitoring risk signals, promptly engaging with customers who have canceled or not renewed their subscriptions, understanding the reasons behind their decisions, and implementing effective strategies to retain them. This is a goal-oriented position: you will have clear retention and recovery targets to achieve, with the opportunity to make a tangible impact on company results.

Key Responsibilities

• Proactive retention monitoring: analyze metrics and KPIs to identify customers at risk of churn


• Strategic outreach: contact (via phone, email, or video call) customers who have canceled or not renewed to understand their motivations and offer tailored solutions


• Customer recovery: develop and implement personalized strategies to win back lost customers and prevent further cancellations


• Goal achievement: work toward monthly targets for retention rate and recovered customers


• Analysis and insights: gather feedback from departing customers and turn it into strategic insights to improve the product and internal processes


• Cross‑functional collaboration: work closely with the Onboarding and Customer Success teams to identify areas for improvement and optimize the customer experience


• Reporting: track and report retention activity results, including lost and recovered customers, to measure intervention effectiveness

Requirements

• Language skills: fluent in Italian and English


• Excellent communication skills: able to handle challenging conversations with active listening and empathy


• Strong commercial mindset: negotiation, persuasion, and closing abilities


• Results‑driven: accustomed to working toward targets and performing under pressure


• Analytical mindset: able to interpret data and metrics to make informed decisions


• Problem‑solving skills: able to quickly understand complex issues and propose effective solutions


• Resilience: able to handle rejection and tension while maintaining professionalism and motivation

Who We’re Looking For

We’re looking for a sharp, smart, and dynamic person — someone eager to take initiative and find creative solutions to challenges. We value people who don’t settle for the status quo, who learn fast, and who want to contribute actively to the company’s growth. If you’re proactive, entrepreneurial, and adaptable to change, this is the right role for you.

Preferred Qualifications

Previous experience in customer retention, churn prevention, or