enable recruitment | B Corp™
Customer Retention Executive
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Customer Retention Executive
Bristol | Office Based
£35,000 - £40,000 + Performance-Based Bonus
The Opportunity
Good at talking to people? Even better at turning a "no" into a "maybe"?
This is an exciting opportunity to join one of the UK's fastest-growing consumer brands in a results-driven role focused on winning back customers who have recently cancelled their subscriptions.
As a Customer Retention Executive, you'll be the first point of contact for former customers, having genuine conversations to understand why they've cancelled and finding the right solution to encourage them to return.
- Make outbound calls
- Handle objections
- Build rapport
- Use your communication skills to turn cancellations into reactivation opportunities
It's a role where being persuasive is important, but so is being empathetic. You'll need to listen, understand what matters to the customer and represent a well-established premium brand with energy and professionalism.
If you're motivated by targets, enjoy being on the phone and love the feeling of turning a difficult conversation around, this could be a great opportunity.
The Company
Our client is a rapidly growing premium wellness brand that has built an impressive customer base since launching in 2020.
- Specialises in premium ingestible collagen products
- Sold more than 25 million doses
- Available through thousands of retail locations globally
- Established partnerships with major retailers
- High-profile brand ambassador
- Multiple industry awards and significant recognition for its growth
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With ambitious plans to become a global leader within the ingestible collagen market, they're continuing to build a talented customer-focused team to support the next stage of growth.
What You'll Be Doing
- Making outbound calls to customers who have recently cancelled their subscription
- Understanding the reasons behind cancellations through empathetic and engaging conversations
- Building rapport quickly and creating a positive customer experience
- Presenting tailored solutions, offers and incentives to encourage customers to reactivate
- Handling objections confidently and finding solutions that work for the customer
- Turning difficult conversations into opportunities to rebuild customer loyalty
- Recording call outcomes and customer information accurately
- Identifying customer trends and sharing valuable insights with the wider team
- Working closely with Retention and Customer Success teams to share feedback and learnings
- Working towards daily, weekly and monthly reactivation targets
- Contributing ideas to improve the win-back process and overall customer experience
What You'll Need To Apply
- Previous experience in outbound calling, telesales or another customer-facing role
- Excellent communication and interpersonal skills
- Confidence building rapport quickly over the phone
- A resilient and positive attitude when dealing with objections and rejection
- A genuine target-driven and results-focused mindset
- Confidence working towards KPIs and performance targets
- Strong listening skills and an empathetic approach to customer conversations
- The ability to think on your feet and find solutions during conversations
- Good organisation and attention to detail
- The ability to accurately manage and record call outcomes
- A genuine interest in health, beauty, wellness or customer experience would be advantageous
- Experience within a subscription-based business would be beneficial
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What's In It For You
- Competitive salary + performance-based bonus
- Flexible working arrangements
- Dog-friendly office environment
- Private medical care after one year
- £1,000 annual training and development allowance
- Two paid wellness days per year
- Complimentary gym membership
- Complimentary product subscription
- Regular team socials and events
- Strong opportunities for career development and training
- Join one of the UK's fastest-growing consumer brands
- The opportunity to play a key role in driving customer retention and growth
What Next?
Hit apply or contact Geo directly for a confidential chat!
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