Retentions / Customer Loyalty Executive/Advisor
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Position Overview & Specifications
Role Profile
Job Title: Retentions / Customer Loyalty Executive
Reports to: Head of Retentions/Loyalty
Department: Operations
Hours of Work: 08:00-18:00 (Within the hours of) 40hrs PW
Salary: £24000 Starting + Excellent Monthly Commission
About us
Lily is The Home of Digital Transformation. We are a multi award-winning provider of communications and IT solutions for business. We provide a wide range of innovative solutions to small to medium enterprises in the UK, allowing them to future proof their business and achieve success, all whilst lowering costs, increasing revenue and efficiency.
About the Department/Team:
The role sits within our Customer Retentions/Loyalty team. You will have overall accountability and ownership to ensure businesses renew or upgrade their solutions as they near the end of their contracted terms. You will seek their feedback, resolve any open queries, and spot potential new opportunities. You’ll need great customer sales and service skills, to quickly build rapport with your customers and help tailor solutions to their exact needs.
Roles and Responsibilities.
From warm leads, contact business to renew their contracts/discuss terms.
Seek feedback from clients on their current solution in place and propose new solutions/pricing.
Seek opportunities to promote upgrades and adding value to their solution.
Where required, in conjunction with key teams from across the business resolve any open queries.
Review and analyse current performance of business within the last 2years of contract.
Be a key liaison between internal Account Manager and Sales teams.
To always maintain the highest standard of professional conduct and behaviours
Managing email boxes and actioning/responding as required.
Works towards Key Performance Indicators (KPI's) and objectives as defined.
To cover additional team duties as and when required.
Experiences/Skills.
§ Previous retentions/loyalty/sales experienced required.
§ Target driven, with proven track record of achieving results.
§ A passion for people and providing the best products & service.
§ The ability to read your customer and really understand their needs.
§ Microsoft Excel, Word, Outlook Email
§ Exceptional organisational skills
§ Ability to manage workloads and prioritise.
§ Excellent planning and attention to detail.
About you
We are looking for someone who loves speaking to people and enjoys giving a fantastic customer experience along with being a sales advocate. Have excellent time management skills is significantly important in this role as you will need to manage your workload effectively in a busy, fast paced, and fun environment. Our values are, Performance, Passion and Integrity and we are looking for someone who aligns and demonstrates these daily.
Job Types: Full-time, Permanent
Salary: From £23,000.00 per year
Benefits:
- Additional leave
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free or subsidised travel
- Free parking
- Gym membership
- On-site parking
- Profit sharing
- Referral programme
- Sick pay
- Wellness programme
- Work from home
Schedule:
- Day shift
- Monday to Friday
- Overtime
Supplemental pay types:
- Bonus scheme
- Commission pay
- Performance bonus
Ability to commute/relocate:
- Leeds: reliably commute or plan to relocate before starting work (required)
Education:
- A-Level or equivalent (required)
Experience:
- Retentions: 1 year (required)
Work Location: In person
Candidate Selection & Onboarding Process
Application & Resume Screening
Submit your tailored CV/Resume directly to the talent acquisition portal.
Technical & Competency Interviews
Virtual interviews with the hiring manager and multidisciplinary team.
Formal Offer & Benefits Negotiation
Written agreement outlining compensation, equity, retirement vesting, and relocation allowances.
Onboarding & Corporate Integration
Equipment provisioning, team orientation, and commencement of duties.
United Kingdom Right to Work & Skilled Worker Visa Guide
Employment in the United Kingdom requires legal Right to Work verified under the Home Office Points-Based Immigration System:
Sponsoring employers must hold an active Home Office A-rated Sponsor License and assign a valid Certificate of Sponsorship (CoS). Role must meet the general minimum salary threshold (£38,700) or occupation going rate.
Continuous employment under Skilled Worker status establishes eligibility for Indefinite Leave to Remain (ILR) after 5 continuous years, leading to British Citizenship.
Candidate Preparation Blueprint: Cable, Internet & Telephone Providers
Based on transatlantic hiring benchmarks for Retentions / Customer Loyalty Executive/Advisor roles across Lily Communications's corporate sector, successful applicants typically excel across three core dimensions:
Demonstrated portfolio evidence, architecture/system design case studies, or validated professional certifications directly applicable to Cable, Internet & Telephone Providers.
STAR method competency responses highlighting cross-functional leadership, conflict resolution, and delivering measurable enterprise ROI under tight timelines.
Total compensation expectation aligned within the benchmarked £23,000 - £23,000 bracket, including retirement vesting and health parity.
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