Customer Loyalty Executive
Customer Loyalty Executive | Build Lasting Customer Relationships & Improve Retention
£25k+ and Up to £1k Monthly Bonus (OTE £35k) | Shoreham By-Sea | Hybrid Working (After Probation)
(Internal Job Level Reference: Associate)
Keep our gold customers happy and loyal. Your retention skills protect revenue and improve service.
About Focus Group
£1bn valuation, 30,000+ customers, 1,300+ employees across 20 UK offices. Award-winning employer (UK's Best 100 Companies to Work For 2021). Our recent investment from PE backers, Hg, will support Focus Group’s organic growth plan, M&A ambitions and product development initiatives, enhancing our ability to deliver innovative solutions to businesses of every size, shape and sector.
Job Purpose:
As a Customer Loyalty Executive in our Shoreham By-Sea office, you'll focus on customer retention by identifying at-risk accounts and intervening to improve their experience. When customers are considering leaving or showing signs of dissatisfaction, you'll step in to understand their concerns and find solutions.
This is a proactive retention role where you'll strengthen relationships, resolve service issues, and demonstrate the value of staying with Focus Group.
Your day-to-day:
- Contacting customers who've submitted leaving notifications or are showing churn risk
- Running retention conversati
