Retention Executive

Retention Executive Job Description Template

Our company is looking for a Retention Executive to join our team.


  • Excellent interpersonal skills with the ability to build and maintain relationships;
  • Support the Retention Manager and Head of Retention when required;
  • Ability to work autonomously, demonstrating strong problem-solving skills in understanding and diagnosing solutions;
  • Taking accountability for the success of promotions and making sure each step from planning to execution to analysis is done to the highest standard;
  • Strong proficiency in Microsoft Excel;
  • Working alongside other areas of the business, particularly CRM and marketing to ensure that we provide market leading offers for all our customers;
  • Excellent organisational and time management skills;
  • Work alongside the CRM team in the setting up of promotions through a targeted campaign to increase customer deposits;
  • Liaising with the wider team to ensure all promotions are setup correctly with minimal disruption to customers;
  • Upsell additional service items / repairs due on customers vehicles;
  • Achieve personal retentions targets;
  • Gather information by building rapport and asking open ended questions whilst following the retentions process;
  • Overcome tough objections from customers who are looking to cancel their policy;
  • Capture and accurately record information;
  • Assisting the Service Advisors as and when required.


  • Enjoy the challenge of influencing the success of the Services department;
  • Previous experience in a similar role is desirable;
  • Motivated, with a proactive approach to customer service;
  • Customer relations experience via telephone and face to face;
  • Must be IT literate, and a working knowledge of Kerridge would be advantageous;
  • Excellent interpersonal and organisational skills and be well presented.