About this role

Contacting customers who've submitted leaving notifications or shown churn signals
Conducting retention conversations to understand root causes of dissatisfaction
Delivering relationship reviews and creating service improvement plans
Coordinating with internal teams to resolve complaints and escalations
Introducing value-add services that address customer pain points
Cross-selling and upselling solutions that genuinely improve their experience
Maintaining detailed records of high-value accounts and contract renewal triggers
Identifying patterns in customer journeys where intervention prevents churn

Proven track record in customer service or customer-facing roles
Excellent phone manner and ability to build rapport quickly
Experience handling complaints, escalations, or difficult conversations
Strong multitasking abilities and working under pressure
Organizational skills with attention to detail
Experience in customer retention, account management, or loyalty roles (Desirable)
Background in B2B technology, telecoms, or IT services (Desirable)
Familiarity with CRM systems and customer journey mapping (Desirable)
Track record of successfully saving at-risk customers (Desirable)

Customer Loyalty Executive

Key skills