Retentions Specialist

The Retention Specialist is the first point of contact for all commercial, contractual and retentions queries for the customers both internal and external. This role will liaise with new and existing customers to guarantee the delivery of company targets in line with the company’s values, mission statement and operating plan.

Key Responsibilities:

• Main point of contact for new and existing customers on all commercial retention related queries
• Review non-corporate change of ownerships and terminations to successfully retain within the given timeframes, whilst maximizing contribution
• Pro-actively manage and report on COOs and terminations to ensure we are striving for operational excellence and meeting SLAs
• Ensure all interactions and negotiations with customers are effectively planned and prepared to maximize revenue and contribution
• Successfully effect the reduction of merchants’ fees in line with the operating plan targets
• Provide all required reporting for your allocated work base/territory to the senior Retention Executive and Commercial Retentions Manager to accurately reflect on the performance of your work base/territory
• Understand all aspects of negotiating ATM contracts and the varying types
• Understand and implement contractual protection clauses where required
• Manage all escalation within your work base/territory escalate if required to the senior retention executive
• Complete Ad hoc project and report outcome to the senior retention executive and Commercial Retentions Manager
• Regularly check Salesforce to ensure customer data input is correct including owner name, telephone numbers, email addresses, contact names, and address details

What we expect from you:

• Strong skills in Microsoft Word, Excel, Outlook & basic knowledge of PowerPoint
• Ability to build good relationships with your team, internally and with customers
• Ability to negotiate commercial deals
• Basic understanding of financial data – budgets, P&L
• Ability to analyze data and report on trends and patterns
• Strong organizational, time management and prioritization skills
• Target driven with a people and relationship centered approach

What you will get from us:

• Monday to Friday, 10:00 AM – 6:00 PM, office-based work
• Opportunity to work with international customers and teams
• Opportunity to develop your skills in customer retention, commercial operations, negotiation, and account management
• Collaborative and supportive team environment
• Possibility of conversion to a contract with a client with all of the benefits included

If you want to give yourself a try in the new role, apply with your CV in English and join us!

Only shortlisted candidates will be contacted. Good luck!