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.