About this role
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
Proactively contact customers who have expressed an intent to cancel and work to retain them.
Identify key reasons for dissatisfaction or potential churn and provide appropriate, tailored
solutions.
Negotiate and offer retention incentives where appropriate to maintain customer relationships.
Maintain accurate records of all customer interactions and feedback to support analysis and
retention strategies.
Commercial Awareness
Understand the commercial drivers influencing customer decisions and apply this knowledge to
retention conversations.
Communicate the value of DNA Payments’ products and services clearly and effectively.
Highlight opportunities where customers may benefit from alternative products, pricing options,
or service configurations.
Process & Performance Improvement
Provide insight into trends, barriers, and recurring issues based on customer conversations.
Suggest process improvements derived from customer feedback and direct experience.
Participate in ongoing training to stay updated on products, pricing, systems, and retention best
practices.
Performance & Reporting
Work towards and exceed retention KPIs and targets.
Track and report personal performance metrics within agreed timescales.
Maintain accurate, up‑to‑date account information and documentation in Salesforce to ensure
success visibility, pipeline tracking, and operational alignment.
Customer Experience
Deliver excellent customer service in all interactions, ensuring customers feel valued and
supported.
Collaborate with customer service, sales, and other internal teams to resolve issues and ensure
seamless customer journeys.
Promote a positive customer relationship by providing clear communication, empathy, and
high‑quality support.