Business Development ExecutiveFLEXIBLE

SolutionInn; Lahore; Hybrid; PKR 670,000 - 1,004,000; Full time

Benefits offered by this job

Market-competitive salary

Bonuses and rewards

Mentorship opportunities

US-based exposure

Job summary

SolutionInn is seeking a proactive Customer Growth & Retention Executive in Lahore to enhance the customer experience, reduce churn, and drive long-term value. You will engage with customers, resolve issues, and implement effective retention strategies across channels.

The role emphasizes proactive churn prevention, recovery, and collaboration with billing, marketing, product, and technical teams to improve the overall journey. Night shifts are required.

Qualifications

• Bachelor’s degree in business, marketing, communications or a related field.
• Experience in customer support, success or retention is preferred.
• Familiarity with CRM systems and support tools is a plus.

Responsibilities

• Engage with customers to improve experience and reduce churn.
• Handle inquiries via chat, email and phone with a professional tone.
• Identify churn drivers and implement retention strategies.
• Coordinate with billing, marketing, product and tech teams.
• Analyze retention metrics and report insights for improvements.
• Offer tailored solutions like discounts or pauses to retain customers.

Skills

Strong communication

Interpersonal skills

English communication

Emotional intelligence

Problem-solving

Organizational skills

Data-driven thinking

Education

Bachelor’s degree in Business Administration

Tools

CRM software

Job description

Job Description:

We are looking for a proactive and results-driven Customer Growth & Retention Executive to enhance customer experience, reduce churn, and drive long-term customer value at SolutionInn. In this role, you will directly engage with customers, resolve concerns, manage cancellations, and implement effective retention strategies. You will play a key role in converting at-risk customers into loyal users while contributing to overall business growth.

Job Responsibilities

• Customer Support & Issue Resolution
• Respond promptly to customer inquiries via chat, email, and phone.
• Handle billing issues, subscription concerns, and service-related queries.
• Maintain a professional, calm, and solution-oriented tone in all interactions.
• Follow up with customers to ensure complete resolution and satisfaction.
• Retention, Recovery & Growth
• Proactively engage with customers requesting cancellations or refunds.
• Identify and analyze reasons behind churn, disputes, and negative feedback.
• Retain customers through effective, empathetic, and persuasive communication.
• Offer tailored solutions such as discounts, membership pauses, or added benefits.
• Convert negative experiences into positive outcomes and long-term relationships.
• Customer Engagement & Insights
• Analyze customer behavior and identify patterns impacting retention.
• Track retention performance and measure recovery success rates.
• Process Improvement & Collaboration
• Identify recurring customer pain points and suggest improvements.
• Recommend enhancements in services, pricing, or user experience.
• Collaborate with billing, marketing, product, and technical teams.
• Share actionable insights to improve the overall customer journey.

Skills Required

• Strong communication and interpersonal skills.
• Good spoken English with clear and confident communication.
• High emotional intelligence and customer empathy.
• Problem-solving mindset with a customer-first approach.
• Ability to handle difficult situations professionally.
• Strong organizational and multitasking abilities.
• Data-driven thinking with attention to detail.

Required Qualifications

• Bachelor’s degree in Business Administration, Marketing, Communications, or a related field

Job Experience

• 1–2 years of experience in Customer Support, Customer Success, or Retention roles.
• Experience handling customer complaints, billing issues, or subscription-based services.
• Familiarity with CRM systems and customer support tools is a plus.
• Experience in e-commerce or membership-based platforms is preferred.

Other Benefits

• Market-competitive salary with performance-based incentives.
• Bonuses and rewards.
• Career growth and mentorship opportunities.
• Exposure to international (US-based) customer handling.

Job Working Hours

8PM to 5AM

Equal Employment Opportunities

We provide Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, age, disability or genetics. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, compensation, and training.