Sales & Retention Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Sales & Retention Specialist based in United Kingdom. As a Sales & Retention Specialist, you’ll own key stages of the customer journey for premium programs, from onboarding through retention and potential churn. You’ll combine customer advocacy, commercial judgement, sales expertise, and data-driven experimentation to protect revenue and improve customer outcomes. The role involves personally handling high-value and complex retention conversations while shaping the standards and processes used across the wider team. You’ll also manage external sales and appointment-setting partners, ensuring their performance meets clearly defined commercial targets. Using AI-assisted tools, you’ll streamline case analysis, reporting, and documentation so you can focus on high-impact conversations and decisions. You’ll work closely with Product, Marketing, Technology, Community, and Customer Experience teams to identify root causes and improve the customer journey. This is a high-ownership role for someone who wants to directly influence measurable retention, conversion, customer experience, and revenue outcomes. Accountabilities - Own the end-to-end retention process for premium programs, including retention rates and retained-value targets. - Personally lead high-value and complex retention conversations while defining scripts, standards, and coaching approaches for other team members. - Develop and refine retention offers based on customer needs, root causes, and performance data. - Design and run structured quarterly retention experiments, clearly defining hypotheses, samples, results, and next actions. - Identify friction in the refund journey and work with relevant teams to improve intake, routing, processes, and tooling. - Lead win-back initiatives for churned customers and convert re-engagement opportunities into future revenue.

- Define onboarding standards and measurable expectations for what customers should accomplish, understand, and experience during their first one to two weeks. - Establish early-warning signals to identify disengagement before customers reach the refund stage. - Identify gaps between sales promises and customer delivery, providing evidence-based feedback to Product and Marketing. - Handle escalated customer cases through ticketing and email channels with empathy, sound judgement, and timely resolution. - Manage relationships with external sales and appointment-setting agencies, covering sourcing, benchmarking, interviews, negotiations, contracts, and ongoing performance management. - Define and monitor agency performance metrics, including connect rate, booked calls per hour, show rate, and close rate. - Verify agency-reported sales against internal systems and manage the reconciliation process before results reach Finance. - Manage lead lists for external sales, including failed payments, abandoned checkouts, and churned customers, and monitor conversion performance. - Support sales enablement through training content, objection handling, one-pagers, pricing clarity, and booking-flow quality assurance. - Maintain accurate retention data, including offers, refund reasons, call outcomes, and case statuses. - Present retention, onboarding, and external sales performance to leadership with clear analysis and actionable recommendations. - Translate recurring churn and customer feedback into specific issues for Product and Marketing, following through on whether improvements deliver results. - Maintain working documentation such as retention playbooks, call scripts, and transcript libraries. Requirements: - 5+ years of experience in retention, customer success, customer-facing sales, or a related commercial role, including at least 2 years owning a measurable commercial outcome.