Senior Client Retention Specialist

The Legends Agency; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company is seeking a highly driven Senior Client Retention Specialist in Cape Town to focus on re-engaging UK clients in the beauty and wellness sectors. The role emphasizes reducing churn and building long-term relationships through personalized consultations, strategic planning, and data insights, maximizing client investment in salon software.

Benefits

Monthly salary

Qualifications

• 3-5 years in client retention, account management, or customer success (preferably B2B).
• Experience with UK clients or international markets is essential.
• Background in SaaS, marketing services, or subscription businesses is a plus.

Responsibilities

• Identify at-risk clients and conduct retention calls.
• Tailor product solutions to client needs and feedback.
• Meet retention KPIs and analyze performance trends.

Skills

Client Engagement

Salesforce (CRM)

Churn Analysis & Prevention

Communication

Tools

Salesforce

Google Docs

Microsoft Office

Slack

Job description

Key Responsibilities

• Proactively identify at-risk clients by monitoring behaviour patterns, performance metrics, and account activity.
• Conduct inbound and outbound calls with clients to re-engage, retain, and educate them on the platform's value.

Client Relationship Management

• Host digital meetings and consultations with UK-based partners to understand their business needs and challenges.
• Tailor product solutions and training to support their goals and rebuild confidence in the platform.

Sales & Target Achievement

• Meet retention KPIs, including calls made, meetings booked, and clients retained.
• Educate clients on optimizing ROI and leveraging available tools.

Strategic Insights & Feedback

• Record interactions and outcomes in Salesforce CRM.
• Share insights internally to improve onboarding, engagement, and service processes.
• Analyze performance trends to inform future retention strategies.

Process Improvement & Innovation

• Collaborate with Marketing, Sales, and Account Management to develop new retention strategies.
• Contribute to refining client journeys by identifying common issues early.

What Were Looking For

Experience

• 3-5 years in client retention, account management, or customer success (preferably B2B).
• Experience with UK clients or international markets is essential.
• Background in SaaS, marketing services, digital platforms, or subscription businesses is a plus.

Skills & Tools

• Proficient in Salesforce, Google Docs, Microsoft Office, and Slack.
• Excellent communication skills, both on the phone and virtually.
• Ability to ask probing questions, identify root causes, and recommend solutions.

Attributes

• Resilient, resourceful, and solution-oriented.
• Customer-obsessed with a commercial mindset, balancing empathy and business goals.
• Self-starter with a proactive approach, eager to challenge and improve processes.

Why This Role?

• Join a purpose-driven team helping small businesses grow through technology.
• Be part of a high-performing environment that celebrates innovation and results.
• Contribute to the success of a trusted digital platform used by thousands across Europe.

Desired Skills:

• Salesforce (CRM)
• Slack
• Churn Analysis & Prevention
• Client Engagement

Desired Work Experience:

• 2 to 5 years

About The Employer:

We are seeking a highly driven and experienced Senior Client Retention Specialist to join our team in Cape Town. The role focuses on retaining and re-engaging UK-based clients in the hair, beauty, wellness, and personal care sectors. Your goal is to reduce churn, increase engagement, and ensure clients realize the full value of our salon software. You will help turn hesitant clients into confident advocates through personalized consultation, strategic planning, and data insights, maximizing their investment and building long-term relationships.

Employer & Job Benefits:

• Monthly salary