Customer Loyalty Executive

Focus Group

. Contact customers who have submitted leaving notifications or are showing churn risk .

Posted 9/24/2026full-timeShoreham-by-Sea • United KingdomMid-LevelSenior💰 £25,000 - £28,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer retention strategies, including handling complaints, conducting relationship reviews, and creating service improvement plans. Proficient in managing high-value accounts and utilizing CRM systems to enhance customer experience and prevent churn.

Highest-signal resume keywords

Customer Service ExperienceRetention StrategiesCRM System ExperienceStrong Communication SkillsProblem-Solving Ability

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer RetentionAccount RecoveryService Improvement PlansChurn PreventionContract Renewal Management

Soft Skills

Empathetic ListeningResilienceOrganizational SkillsAttention to DetailDe-Escalation Skills

Tools & Technologies

CRM Systems

Industry Keywords

B2BTechnologyTelecomsIT ServicesCustomer Journey Patterns

About the role

Key responsibilities & impact

Contact customers who have submitted leaving notifications or are showing churn risk
Conduct retention conversations to understand problems and identify solutions
Conduct relationship reviews when service is not meeting expectations
Create service improvement plans and introduce solutions addressing customer needs
Coordinate with internal teams to resolve issues and complaints
Manage high-value account knowledge and contract renewal triggers
Cross-sell value-add services where they improve customer experience
Identify customer journey patterns where intervention can prevent churn
Handle challenging conversations and rebuild customer trust
Participate in phone screening, Teams interview, and final in-person interview stages

Requirements

What you’ll need

Proven customer service experience, ideally handling complaints or escalations
Excellent phone manner and ability to de-escalate situations
Experience working under pressure and multitasking
Strong organizational skills with attention to detail
Passion for turning negative situations into positive outcomes
Strong communication skills
Problem-solving ability and understanding of root causes
Resilience when dealing with unhappy customers
Empathetic listening skills
Ability to manage multiple at-risk accounts
Commercial awareness of customer retention and revenue
Experience in retention, loyalty, or account recovery roles (desirable)
B2B background, ideally in technology, telecoms, or IT services (desirable)
CRM system experience (desirable)
Track record of successfully retaining at-risk customers (desirable)

Benefits

Comp & perks

24 Days Annual Leave + Bank Holidays. Incremental increase with length of service
Holiday Trading Windows - buy & sell up to five days holiday
Birthday Leave
Volunteering Days
Focus Xchange - Retailer discounts and peer-nominated reward scheme
Employee Assistant Program - Free mental health support
Interest-Free Travel Loan
Hybrid Working Policy - Post Probation
Regular Company Social Events