Focus Group
Technology
CustomerLoyaltyExecutive
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Loyalty Executive at Focus Group. Skills: Customer retention, Customer success, Account recovery. Contact customers showing churn risk. Run retention conversations”
What You'll Achieve.
Protect revenue; Improve service; Improve customer experience; Rebuild trust
Industry & Context.
Problem solver; Root causes; Find solutions
What They're Looking For.
Must Have
Customer service experience, Handling complaints or escalations, Excellent phone manner, De-escalate situations, Working under pressure, Multitasking, Organizational skills, Attention to detail
Nice to Have
Experience in retention, Loyalty or account recovery roles, B2B background, Technology, telecoms, or IT services, CRM system experience, Retaining at-risk customers
What You'll Do.
Contact customers showing churn risk
Run retention conversations
Understand customer concerns
Strengthen customer relationships
Resolve service issues
Create service improvement plans
Coordinate with internal teams
Resolve issues and complaints
Manage account knowledge
Manage contract renewal triggers
Cross-sell value-add services
Identify churn prevention patterns
How You'll Work.
Team & Collaboration
Coordinating with internal teams
Communication Scope
Retention conversations
Full Job Description
### Customer Loyalty Executive | Build Lasting Customer Relationships & Improve Retention ### Up to £25k + Up to £1k Monthly Bonus (OTE £35k) | Glasgow, Bellshill | Hybrid Working (After Probation) **Keep customers happy and loyal. Your retention skills protect revenue and improve service.** ### **About Focus Group** £1bn valuation, 30,000+ customers, 1,300+ employees across 20 UK offices. Award-winning employer (UK's Best 100 Companies to Work For 2021). Our recent investment from PE backers, Hg, will support Focus Group’s organic growth plan, M&A ambitions and product development initiatives, enhancing our ability to deliver innovative solutions to businesses of every size, shape and sector. **Job Purpose:** As a Customer Loyalty Executive in our Glasgow, Bellshill office, you'll focus on customer retention by identifying at-risk accounts and intervening to improve their experience. When customers are considering leaving or showing signs of dissatisfaction, you'll step in to understand their concerns and find solutions. This is a proactive retention role where you'll strengthen relationships, resolve service issues, and demonstrate the value of staying with Focus Group. **Your day-to-day:** * Contacting customers who've submitted leaving notifications or are showing churn risk * Running retention conversations to understand what's going wrong and how to fix it * Conducting relationship reviews when service isn't meeting expectations * Creating service improvement plans and introducing solutions that address their needs * Coordinating with internal teams to resolve issues and complaints * Managing high-value account knowledge and contract renewal triggers * Cross-selling value-add services where they genuinely improve customer experience * Identifying patterns in customer journeys where intervention prevents churn You'll handle some challenging conversations – customers who are unhappy or frustrated – but your goal is to turn those situations around and rebuild tru
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