Senior Customer Success & Retention Specialist (m/f/d)

AutoScout24, leader in Digital Automotive, is looking for a Senior Customer Success & Retention Specialist to join the Customer Support team – full time - at the Padova headquarters.

In this role, you will contribute directly to reducing customer churn and increasing the retention rate, managing the most complex negotiations, supporting the team, and promoting the continuous improvement of results.

What you will do

You will become part of a dynamic and performance-oriented team. You will be the operational point of reference for the team, supporting colleagues in the most complex negotiations, sharing best practices, and contributing to the development of the group's skills.

Your main responsibilities will be:

Manage inbound and outbound contacts with dealers and customers through consulting, commercial, and negotiation activities.

Conduct commercial negotiations and manage the most complex cases, helping to reduce customer cancellations and increase their level of loyalty.

Operationally coordinate the team, monitoring KPIs and identifying opportunities for performance improvement.

Collaborate with various company teams to share feedback from customers and contribute to the continuous improvement of processes.

Promote a collaborative work environment, oriented towards service quality, continuous improvement, and the achievement of results.

How we will measure your success

Success in the role will be evaluated through KPIs of Recovery, Retention, service quality, productivity, and contribution to the continuous improvement of the team.

Who we are looking for

We are looking for a person with a strong commercial and consulting orientation, excellent organizational skills, and an attitude to support colleagues, fostering their growth and the sharing of skills.

The ideal candidate possesses:

Experience in sales, retention, recovery, or customer success activities.

Experience in operational support or functional coordination of colleagues.

Negotiation skills and orientation towards achieving objectives.

Ability to organize work, manage priorities, and make decisions in dynamic contexts.

Attitude to engage and support the team, fostering collaboration and the sharing of skills.

Excellent communication and interpersonal skills.

Analytical approach, data orientation, and continuous improvement.

Strong sense of responsibility and ownership.

Requirements

Diploma or Degree preferably in economic subjects.

At least 3 years of experience in commercial roles, Customer Support, Customer Success, Recovery, or Retention.

Excellent knowledge of Excel and familiarity with KPIs and reporting.

Good knowledge of the English language (B2 level or higher)

What we offer

A role with a concrete impact on company results.

The opportunity to become the operational point of reference for the team.

Continuous training and development of professional skills.

An international, innovative, and performance-oriented environment.

Remuneration

Salary range: €24,000 – €29,000 annual RAL depending on experience, skills, and the level of responsibility required by the role.

The contractual classification and the overall compensation package will be defined during the selection phase.