Retention Executive

Central London (Liverpool Street)

£30,000–£35,000 - Hybrid Working plus excellent benefits

StormX Recruitment is supporting a well-established membership organisation with the appointment of a Retention Executive.

This is an excellent opportunity for a confident communicator who enjoys building relationships, understanding customer needs and finding solutions to retain existing members.

Working as part of a dedicated retention team, you will engage with members who have not renewed their membership, understand their reasons for leaving and demonstrate the value of the organisation's services. Through effective communication, questioning and problem-solving, you'll play an important role in improving retention and delivering an excellent member experience.

Based in modern offices close to Liverpool Street, the role offers hybrid working, with three days in the office and two days from home , alongside an excellent benefits package.

Key Responsibilities

• Contact existing and lapsed members by telephone and email to understand non-renewal decisions and identify opportunities to retain their membership.
• Build an understanding of members' businesses, processes and use of the organisation's products and services.
• Clearly communicate the benefits of membership, helping members understand how they can get the most from the services available.
• Investigate cases where former members continue to use relevant online marketplaces, identifying opportunities to recover membership fees where appropriate.
• Assist with member payments and maintain accurate account information.
• Maintain detailed and professional records of customer interactions using the CRM system.
• Provide accurate data and insights to support reporting, identify trends and highlight opportunities for improvement.
• Deliver consistently high standards of customer service, collaborating with colleagues and referring queries to the appropriate teams where necessary.

About You

We're looking for someone who combines excellent communication skills with a proactive, organised and results-driven approach.

You'll ideally have:

• Experience in customer retention, account management, membership services or a similar customer-facing role.
• Strong questioning and listening skills, with the ability to understand customer concerns and identify appropriate solutions.
• An excellent telephone manner and strong written communication skills.
• Experience using CRM systems and Microsoft Office.
• Excellent time management and organisational skills, with the ability to manage competing priorities and meet deadlines.
• A confident and professional approach, with the resilience and determination to achieve agreed objectives.
• A collaborative attitude and a genuine commitment to delivering an outstanding customer experience.

The Opportunity

• Salary: £30,000–£35,000, depending on experience.
• Location: Central London, close to Liverpool Street station.
• Working pattern: Hybrid, with three days in the office and two working from home.
• Benefits: Excellent benefits package.
• Employment type: Permanent.

You'll be joining an established organisation where member relationships and service quality are central to its success. This is an opportunity to develop your commercial and customer relationship skills while making a tangible contribution to retention performance.

Interested?

If you have experience in customer service, account management or retention and enjoy building relationships, solving problems and delivering results, we'd love to hear from you.

Contact StormX Recruitment for a confidential discussion and further details about the opportunity.