Retentions Executive

Role Summary

The Retentions Executive is responsible for engaging with customers considering cancellation and delivering effective solutions to retain their business. This role focuses on understanding customer concerns, providing tailored retention options, and supporting long-term customer satisfaction and loyalty. You will manage inbound and outbound retention activity to reduce churn and enhance customer experience.

Reporting into: Portfolio Retentions Manager

Working location: Hybrid

Working hours: 37.5

Key Responsibilities

Customer Retention & Case Management

• Proactively contact customers who have expressed an intent to cancel and work to retain them.
• Identify key reasons for dissatisfaction or potential churn and provide appropriate, tailored solutions.
• Negotiate and offer retention incentives where appropriate to maintain customer relationships.
• Maintain accurate records of all customer interactions and feedback to support analysis and retention strategies.

Commercial Awareness

• Understand the commercial drivers influencing customer decisions and apply this knowledge to retention conversations.
• Communicate the value of DNA Payments’ products and services clearly and effectively.
• Highlight opportunities where customers may benefit from alternative products, pricing options, or service configurations.

Process & Performance Improvement

• Provide insight into trends, barriers, and recurring issues based on customer conversations.
• Suggest process improvements derived from customer feedback and direct experience.
• Participate in ongoing training to stay updated on products, pricing, systems, and retention best practices.

Performance & Reporting

• Work towards and exceed retention KPIs and targets.
• Track and report personal performance metrics within agreed timescales.
• Maintain accurate, up-to-date account information and documentation in Salesforce to ensure success visibility, pipeline tracking, and operational alignment.

Customer Experience

• Deliver excellent customer service in all interactions, ensuring customers feel valued and supported.
• Collaborate with customer service, sales, and other internal teams to resolve issues and ensure seamless customer journeys.
• Promote a positive customer relationship by providing clear communication, empathy, and high-quality support.