About this role
Customer Engagement
- Initiate contact with former customers via phone, email, or in-person visits.
- Understand the reasons for customers discontinuing the service or product.
- Present tailored solutions, promotions, or offers to encourage return.
Relationship Building
- Foster a positive and long-term relationship with customers.
- Resolve customer concerns or issues to ensure satisfaction.
- Offer personalised service to show customers they are valued.
Sales and Targets
- Achieve monthly and quarterly sales/re-engagement targets.
- Promote new products, services, or updates that may interest the customer.
- Upsell or cross-sell services/products where appropriate.
Market Research and Feedback
- Gather insights from former customers to understand trends or common reasons for churn.
- Provide feedback to management regarding customer needs and industry trends.
Reporting and Documentation
- Maintain accurate records of customer interactions and re-engagement outcomes.
- Report on the progress of winback campaigns and outcomes.
Collaboration
- Work with marketing, sales, and customer service teams to ensure a consistent approach.
- Share best practices and success stories with the team to improve winback strategies.
Requirements
- Proven experience in sales, customer service, or account management.
- Strong communication and negotiation skills.
- Ability to handle objections and manage difficult conversations.
- Familiarity with CRM software and reporting tools.
- A customer-centric mindset with the ability to think creatively to solve problems.
- Ability to work independently and as part of a team.
Benefits
- 33 days holidays (inclusive of Bank Holidays)
- 5 flexible Bank Holidays - Work them if you choose and use the leave days elsewhere in the year.
- Holiday exchange - Buy up to 5 days holiday per year
- Car Allowance & Fuel Reimbursement
- Employee Assistance Programme
- Wellness Scheme
- Discounted Cancer Screening
- Discount Hub
- Cycle to Work Scheme
- Gym Membership - Contribution of up to £30 per month
- Will Writing Service
- Mobile or Tech Salary Sacrifice Scheme
- Heavily discounted Bupa Select Complete (Medical History Disregarding) Policy option for you and your immediate family.
- Death in Service - Salary x4 Life Cover