Customer Engagement Manager

At Motia, we’re at the forefront of fleet solutions, providing innovative services that power businesses across the UK. We’re committed to creating an environment where everyone can thrive. Our culture fosters collaboration, innovation, and growth, ensuring you can build a career, not just a job. With over 300 employees across five offices, we support over 50,000 customers nationwide. Whether you’re passionate about sales, technology, customer service, or management, you’ll find opportunities here that will challenge, inspire, and reward you.

The Customer Engagement Manager is responsible for retaining existing customers, reducing account closures, and strengthening long-term customer relationships. The role involves engaging with customers who are considering leaving, identifying the reasons behind their dissatisfaction, and delivering tailored solutions that meet their needs.

Key Responsibilities

• Contact customers who have requested to close their accounts with a view to retaining their business.
• Investigate and identify the root cause of customer dissatisfaction or disengagement.
• Use a consultative approach to understand customer needs, challenges, and objectives.
• Present tailored solutions that address customer concerns and demonstrate the value of remaining with the business.
• Successfully negotiate positive outcomes that retain customers and reduce account closures.
• Re-engage customers to maximise account utilisation and drawing potential.
• Develop and maintain strong customer relationships through regular contact and proactive account management.
• Monitor customer activity and engagement levels, taking proactive action where required.
• Deliver a consistently high standard of customer care and service throughout the customer lifecycle.
• Identify and deliver cross-sell and upsell opportunities that enhance the customer experience and support business growth.
• Recommend relevant products and services based on customer needs and account activity.
• Encourage deeper customer engagement to increase long-term value, loyalty, and account longevity.
• Meet and exceed agreed customer retention and engagement targets.
• Accurately record customer interactions, outcomes, and follow-up actions within CRM systems.
• Utilise CRM and dialler platforms effectively to manage activity and maintain customer records.
• Provide feedback and insights on recurring customer issues and opportunities for service improvement.

Our friendly, consultative, and knowledgeable approach to everything we do sets us apart from our competitors, and we are always looking for enthusiastic people with a passion for speaking to customers to join our business. The ideal person will be able to demonstrate that the following skills:

• Proven experience in a customer retention, account management, customer success, or sales environment.
• Previous experience managing win-back or cancellation-retention activity.
• Demonstrable success in improving customer satisfaction and loyalty.
• Strong relationship-building, communication, and influencing skills.
• Excellent problem-solving and objection-handling abilities.
• Highly organised with strong attention to detail.
• Comfortable working with CRM platforms and dialler systems.
• Ability to manage multiple customer accounts and follow-up activities effectively.
• Results-focused with experience working towards performance targets.
• Experience identifying and delivering cross-sell opportunities.
• Customer-centric with a genuine passion for helping customers achieve positive outcomes.
• Empathetic and able to quickly understand customer needs and concerns.
• Commercially minded whilst maintaining a customer-first approach.
• Proactive, self-motivated, and resilient.
• Positive, solutions-focused, and driven by results.
• Comfortable working in a fast-paced, target-driven environment.