Focus Group
tech
CustomerLoyaltyExecutive
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Loyalty Executive at Focus Group. Skills: Customer Loyalty, Customer Retention, Problem Solving, Relationship Building. Contacting customers who've submitted leaving notifications or shown churn signals. Conducting retention conversations to understand root causes of dissatisfaction”
What You'll Achieve.
Turn at-risk customers into loyal advocates; Saves revenue; Understand their challenges; Solve their problems; Show them why staying with Focus Group is the right decision; Strategic retention; Identify at-risk accounts; Intervene at critical moments; Turn potential churn into renewed loyalty and growth opportunities; Prevent churn; Drive loyalty
Industry & Context.
Problem solver; Dig into root causes and find creative solutions; Solve their problems
What They're Looking For.
Must Have
Proven track record in customer service or customer-facing roles, Excellent phone manner and ability to build rapport quickly, Experience handling complaints, escalations, or difficult conversations, multitasking abilities and working under pressure, Organizational skills with attention to detail
Nice to Have
Experience in customer retention, account management, or loyalty roles, Background in B2B technology, telecoms, or IT services, Familiarity with CRM systems and customer journey mapping, Track record of successfully saving at-risk customers
What You'll Do.
Contacting customers who've submitted leaving notifications or shown churn signals
Conducting retention conversations to understand root causes of dissatisfaction
Delivering relationship reviews and creating service improvement plans
Coordinating with internal teams to resolve complaints and escalations
Introducing value-add services that address customer pain points
Cross-selling and upselling solutions that genuinely improve their experience
Maintaining detailed records of high-value accounts and contract renewal triggers
Identifying patterns in customer journeys where intervention prevents churn
How You'll Work.
Team & Collaboration
Coordinating with internal teams to resolve complaints and escalations
Communication Scope
Exceptional communicator; Excellent phone manner; Ability to build rapport quickly; De-escalate tense situations; Rebuild trust over the phone; Handling difficult conversations
Full Job Description
### Customer Loyalty Executive | Save Customers, Build Relationships £25k Base + Up to £1k Monthly Bonus | Exeter (Hybrid) Turn at-risk customers into loyal advocates. Your problem-solving saves revenue. ### **About Focus Group** At Focus Group, we’re powering the digital workplace for over 30,000 UK businesses, and we’re just getting started. With a $1bn valuation and 1,300+ employees across 20 offices, we’re one of the UK’s fastest-growing tech companies. **The Role:** As a **Customer Loyalty Executive** , you're the last line of defence when customers are considering leaving. Your mission? Understand their challenges, solve their problems, and show them why staying with Focus Group is the right decision. This isn't customer service it's strategic retention. You'll identify at-risk accounts, intervene at critical moments, and turn potential churn into renewed loyalty and growth opportunities. **Your day-to-day:** * Contacting customers who've submitted leaving notifications or shown churn signals * Conducting retention conversations to understand root causes of dissatisfaction * Delivering relationship reviews and creating service improvement plans * Coordinating with internal teams to resolve complaints and escalations * Introducing value-add services that address customer pain points * Cross-selling and upselling solutions that genuinely improve their experience * Maintaining detailed records of high-value accounts and contract renewal triggers * Identifying patterns in customer journeys where intervention prevents churn ### **What You'll Earn** * **Base salary:** £25k * **Monthly bonus/commission:** Up to £1,000 per month (performance-based) * **Total potential:** £35k+ annually * **Hybrid working:** 4 days in office, 1 day from home **Plus:** Company pension, wellbeing support, perks platform with discounts, and team social events ### **Who We're Looking For** ✅ **Exceptional communicator** – You can de-escalate tense situations and rebuild trust over the phon
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