Customer Loyalty Executive

(Internal Job Level Reference: Associate)

£1bn valuation, 30,000+ customers, 1,300+ employees across 20 UK offices. Award-winning employer (UK's Best 100 Companies to Work For 2021). Our recent investment from PE backers, Hg, will support Focus Group’s organic growth plan, M&A ambitions and product development initiatives, enhancing our ability to deliver innovative solutions to businesses of every size, shape and sector.

As a Customer Loyalty Executive in our Shoreham By-Sea office, you'll focus on customer retention by identifying at-risk accounts and intervening to improve their experience. When customers are considering leaving or showing signs of dissatisfaction, you'll step in to understand their concerns and find solutions.

This is a proactive retention role where you'll strengthen relationships, resolve service issues, and demonstrate the value of staying with Focus Group.

• Contacting customers who've submitted leaving notifications or are showing churn risk
• Running retention conversations to understand what's going wrong and how to fix it
• Conducting relationship reviews when service isn't meeting expectations
• Creating service improvement plans and introducing solutions that address their needs
• Coordinating with internal teams to resolve issues and complaints
• Managing high-value account knowledge and contract renewal triggers
• Cross-selling value-add services where they genuinely improve customer experience
• Identifying patterns in customer journeys where intervention prevents churn

You'll handle some challenging conversations – customers who are unhappy or frustrated – but your goal is to turn those situations around and rebuild trust.

✅ Strong communicator who can handle retention conversations professionally

✅ Problem solver who understands root causes and finds solutions

✅ Resilient and stays calm when dealing with unhappy customers

✅ Empathetic listener who genuinely wants to help customers succeed

✅ Highly organized with ability to manage multiple at-risk accounts

✅ Commercially aware – understands retention equals revenue

• Proven customer service experience, ideally handling complaints or escalations
• Excellent phone manner and ability to de-escalate situations
• Experience working under pressure and multitasking
• Strong organizational skills with attention to detail
• Passion for turning negative situations into positive outcomes

• Experience in retention, loyalty, or account recovery roles
• B2B background, ideally in technology, telecoms, or IT services
• CRM system experience
• Track record of successfully retaining at-risk customers

Tell us about:

• Your experience handling customer complaints or retention situations
• A time you saved an at-risk customer or turned around a difficult situation
• Why you're interested in customer retention and loyalty work
• How you stay resilient when dealing with unhappy customers

• Respect - Treat colleagues and customers with respect
• Integrity - Uphold the highest standards of honesty and fairness
• Teamwork - Engage and collaborate with colleagues and partners
• Ambition - Determination to be the best that we can be

• →24 Days Annual Leave + Bank Holidays. Incremental increase with length of service
• →Holiday Trading Windows - buy & sell up to five days holiday
• →Birthday Leave
• →Volunteering Days
• →Focus Xchange - Retailer discounts and peer-nominated reward scheme
• →Employee Assistant Program - Free mental health support
• →Interest-Free Travel Loan
• →Hybrid Working Policy - Post Probation
• →Regular Company Social Events