Retentions Executive

Role Summary

• The Retentions Executive is responsible for engaging with customers who may be considering
• cancellation and delivering effective solutions to retain their business. This role focuses on
• understanding customer concerns, providing tailored retention options, and supporting long‑term
• customer satisfaction and loyalty. You will manage inbound and outbound retention activity to reduce
• churn and enhance customer experience.
• Reporting into: Portfolio Retentions Manager
• Working location: Hybrid
• Working hours: 37.5

Key Responsibilities

Customer Retention & Case Management

• Proactively contact customers who have expressed an intent to cancel and work to retain them.
• Identify key reasons for dissatisfaction or potential churn and provide appropriate, tailored
• solutions.
• Negotiate and offer retention incentives where appropriate to maintain customer relationships.
• Maintain accurate records of all customer interactions and feedback to support analysis and
• retention strategies.

Commercial Awareness

• Understand the commercial drivers influencing customer decisions and apply this knowledge to
• retention conversations.
• Communicate the value of DNA Payments’ products and services clearly and effectively.
• Highlight opportunities where customers may benefit from alternative products, pricing options,
• or service configurations.

Process & Performance Improvement

• Provide insight into trends, barriers, and recurring issues based on customer conversations.
• Suggest process improvements derived from customer feedback and direct experience.
• Participate in ongoing training to stay updated on products, pricing, systems, and retention best
• practices.

Performance & Reporting

• Work towards and exceed retention KPIs and targets.
• Track and report personal performance metrics within agreed timescales.
• Maintain accurate, up‑to‑date account information and documentation in Salesforce to ensure
• success visibility, pipeline tracking, and operational alignment.

Customer Experience

• Deliver excellent customer service in all interactions, ensuring customers feel valued and
• supported.
• Collaborate with customer service, sales, and other internal teams to resolve issues and ensure
• seamless customer journeys.
• Promote a positive customer relationship by providing clear communication, empathy, and
• high‑quality support.