Senior Customer Retention Specialist

5 days ago

Dublin, Dublin City, Ireland beBeeRetention Full time €70,000 - €90,000
Customer Retention Lead

This is a challenging and rewarding role for an experienced professional to develop and implement customer retention strategies.

The successful candidate will be responsible for leading a high-performing team of retention specialists, analyzing customer feedback and data to identify areas for improvement, collaborating with sales and marketing teams to create a seamless customer experience, and ensuring compliance with company policies and regulatory requirements in all retention activities.

Key Responsibilities:
  • Develop and implement customer retention strategies to minimize churn and maximize customer lifetime value
  • Lead, coach, and mentor a team of retention advisors, specialists, and supervisors to ensure team performance meets overall business goals
  • Analyze customer feedback, data, and trends to identify areas for improvement
  • Collaborate with sales and marketing teams to create a seamless customer experience
  • Handle escalated cases and negotiate offers when necessary
  • Compile and analyze reports with the ability to articulate results and report on performance
Requirements:
  • A proven track record of retaining customers at a price disadvantage to the market
  • Demonstrable experience in a leadership or management role
  • A proven track record of success, including setting and delivering business targets
  • Demonstrable experience of monitoring performance and motivating teams to achieve results in line with business goals
  • Confident dealing with senior-level stakeholders
  • Excellent analytical skills, proven ability to report on performance clearly
Benefits:
  • Competitive compensation package
  • Pension Contribution Scheme
  • Discounted Health Insurance Group Scheme with Laya Healthcare
  • TELUS Health Employee Assistance Programme (EAP)
  • Great career progression opportunities in a growing organization with strong market growth

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