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

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

Commercial Awareness

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

Process & Performance Improvement

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

Performance & Reporting

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

Customer Experience

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