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Market leading business with an innovative product range
A new role that has been created due to expansion
About Our Client
A market leading business with a customer base that includes most major retailers, gyms, hotels and restaurants. Modern offices in Slough and a supportive team to join.
Job Description
Client Retention Specialist - (end client is not tech/software), Slough:
To work with Sales Team, National Account Managers and Sales Support Teams to ensure current customers are retained and help ensure that overall the number of customers grow across EMEA. Monitor client accounts, track key performance indicators (KPIs), and prepare regular reports on retention metrics and client satisfaction. Working with Sales teams develop and implement client retention strategies to reduce churn and increase customer loyalty. Manage all EMEA contracts, and analyse start and end dates and ensure sales or account managers follow up to ensure contracts are renewed. This requires lots of proactive proving of information, following up, chasing up and sometimes doing it yourself approach! Analyse client feedback, identify common pain points, and collaborate with internal teams to address and resolve issues. Build strong relationships with clients through regular communication, personalised interactions, and proactive engagement. Conduct client satisfaction surveys and follow-up interviews to gather actionable insights for improving services. Identify opportunities for up-selling and cross-selling additional products or services to existing clients. Good systems skills including ability to analyse data in Excel. The Successful Applicant You will have the required experience from doing a similar role in the past. Whilst you can have relevant experience from a software business, this job is not working in software and so you need to be happy with this detail. You will be available in the Slough Office 5 days a week for the initial probation period (2 days WFH available after probation period). You will have experience in working with and supporting Sales Managers and Accounts Managers. You will be a proactive and commercially minded person; this is not a sit in the background admin role! Unfortunately, there is no option of sponsorship for this position; you need to already have the right to work in the UK.
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To work with Sales Team, National Account Managers and Sales Support Teams to ensure current customers are retained and help ensure that overall the number of customers grow across EMEA. Monitor client accounts, track key performance indicators (KPIs), and prepare regular reports on retention metrics and client satisfaction. Working with Sales teams develop and implement client retention strategies to reduce churn and increase customer loyalty. Manage all EMEA contracts, and analyse start and end dates and ensure sales or account managers follow up to ensure contracts are renewed. This requires lots of proactive proving of information, following up, chasing up and sometimes doing it yourself approach! Analyse client feedback, identify common pain points, and collaborate with internal teams to address and resolve issues. Build strong relationships with clients through regular communication, personalised interactions, and proactive engagement. Conduct client satisfaction surveys and follow-up interviews to gather actionable insights for improving services. Identify opportunities for up-selling and cross-selling additional products or services to existing clients. Good systems skills including ability to analyse data in Excel. The Successful Applicant You will have the required experience from doing a similar role in the past. Whilst you can have relevant experience from a software business, this job is not working in software and so you need to be happy with this detail. You will be available in the Slough Office 5 days a week for the initial probation period (2 days WFH available after probation period). You will have experience in working with and supporting Sales Managers and Accounts Managers. You will be a proactive and commercially minded person; this is not a sit in the background admin role! Unfortunately, there is no option of sponsorship for this position; you need to already have the right to work in the UK.
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