Customer Retention Co-ordinator
Kettering
Hours - Monday to Friday 37.5 hrs/office based
Salary - £28,500
Our well known client based in Kettering is recruiting a dedicated Customer Retention Co-ordinator to manage customer retention within their software subscription portfolios. The ideal candidate will develop retention and loyalty programs, provide exceptional customer service, and collaborate on customer promotions.
Key Responsibilities
Customer Retention
- Develop and monitor a robust retention program.
- Resolve complaints and handle outbound/inbound communications.
- Engage stakeholders in growth and retention initiatives.
- Coordinate with field support managers on retention training.
- Create and distribute retention, churn, cancellation, revenue, and subscriber base reports.
- Set annual plans for new subscriptions and cancellations.
- Implement End of Update strategies.
- Participate in business planning workshops and project groups.
- Maintain procedure documents and explore RCI opportunities.
- Drive solutions and improvements for subscription programs.
Customer & Franchisee Support
- Resolve customer care, admin, and retention queries via calls and emails.
- Cover subscription phone lines and manage customer inbox.
Cancellation Management
- Handle subscription cancellations, attempt retention, and process cancellations when necessary.
Escalations
- Escalate unresolved subscription queries as required and ensure completion by end of day.
Additional Responsibilities
- Monitor and review subscription programs and policies.
- Investigate and resolve escalations and complaints.
- Represent the department in various meetings and workshops.
- Train internal associates and franchisees.
- Participate in end of update planning and promotions.
- Manage NOL policies and processes.
- Handle subscription marketing projects.
- Support Subscription Account Manager in collections.
About you
- Professional telephone manner and excellent computer skills.
- Strong written and verbal communication skills.
- Ability to work independently with strong negotiation and organisational skills.
- Understanding of leadership principles.
Core Competencies
- Adaptability/Flexibility
- Attention to Quality
- Communication & Influence
- Continuous Improvement
- Team Success
- Safety & Working Conditions
- Service Excellence
- Decision Making
- Motivation
- Developing Others
- Self-Development
If you are a motivated individual with a passion for customer retention, apply here or call Kim in our Kettering team to discuss further.