Customer Retention Specialist - WhatJobs Direct

Placements24; Bloemfontein; On-site; ZAR 320,000 - 520,000; Full time

Benefits offered by this job

Bonuses

Medical aid

Retirement plan

Training programs

Annual leave

Job summary

Placements24 in Bloemfontein, Free State is seeking a Customer Retention Specialist to protect and grow client relationships in a busy financial services office. The role emphasizes reducing churn through proactive outreach, data-driven insights, and collaboration with cross-functional teams in a strictly on-site setting.

You will analyze feedback, design tailored retention strategies, and negotiate incentives to retain clients, while maintaining thorough CRM records and contributing to team

Qualifications

• Minimum 3 years in customer retention, account management, or similar client-facing roles in financial services.
• Experience analyzing customer feedback, usage data and interaction history to reduce churn.
• Strong negotiation, communication and interpersonal skills are required.

Responsibilities

• Monitor accounts for churn signals and engage at‑risk clients.
• Analyze feedback and usage patterns to identify root causes of dissatisfaction.
• Develop and execute tailored retention strategies and offers.
• Serve as primary contact for dissatisfied clients and negotiate solutions.
• Collaborate with sales, support and product teams to address retention issues.
• Maintain detailed CRM records of interactions and outcomes.
• Provide management with insights on retention trends and opportunities.
• Contribute to best practices and training for retention programs.
• Meet or exceed retention targets as an individual and team.

Skills

Customer retention

Analytical skills

Negotiation

CRM software

Communication

Problem solving

Education

Bachelor's degree in Business/Marketing/Finance

Tools

CRM software

Retention tools

Job description

About the Role

Our client, a distinguished financial services firm, is actively seeking a skilled and proactive Customer Retention Specialist to safeguard and enhance their valuable client relationships in Bloemfontein, Free State . This vital role focuses on minimizing customer churn by proactively identifying at‑risk clients, understanding their concerns, and implementing effective strategies to ensure their continued satisfaction and loyalty. The ideal candidate possesses strong analytical skills, excellent negotiation abilities, and a deep understanding of customer psychology within the financial sector. This is an on‑site position, requiring your consistent presence in our client's professional office environment in Bloemfontein , fostering team collaboration and client interaction.

Key Responsibilities

• Monitor customer accounts for signs of potential churn and proactively engage with at‑risk clients.
• Analyze customer feedback, usage patterns, and interaction history to identify root causes of dissatisfaction.
• Develop and execute tailored retention strategies, including personalized outreach and offer management.
• Serve as a key point of contact for clients expressing dissatisfaction or considering leaving.
• Negotiate and present solutions, incentives, and revised service agreements to retain clients.
• Collaborate with sales, support, and product teams to address systemic issues impacting retention.
• Maintain detailed records of customer interactions, retention efforts, and outcomes in the CRM system.
• Provide insights and recommendations to management on trends affecting customer retention.
• Contribute to the development of best practices and training materials for customer retention.
• Achieve and exceed individual and team retention targets.

Requirements

• A minimum of 3 years of experience in customer retention, account management, customer success, or a similar client-facing role, preferably within financial services.
• Proven track record of successfully retaining customers and reducing churn rates.
• Strong analytical and problem‑solving skills, with the ability to interpret complex data.
• Excellent negotiation, communication, and interpersonal skills.
• Experience with CRM software and customer retention tools.
• Ability to remain calm and effective under pressure, managing challenging customer conversations.
• A proactive and results‑driven mindset.
• Willingness to work on‑site in Bloemfontein, Free State .
• Familiarity with the financial services industry and its regulatory landscape is highly preferred.
• Bachelor's degree in Business, Marketing, Finance, or a related field is advantageous.

Benefits

Our client offers a highly competitive salary package, supplemented by performance‑based bonuses and incentives. Employees are provided with comprehensive medical aid, including family coverage options, and retirement savings plans. Continuous professional development is encouraged through internal and external training programs, workshops, and opportunities to attend industry events. The work environment in our Bloemfontein office is professional and supportive, fostering teamwork and career growth. We offer generous annual leave, paid sick leave, and regular company‑sponsored social events that contribute to a positive workplace culture. This is an exceptional opportunity to make a significant impact in a key role within the financial services sector.