Customer Loyalty Executive

(Internal Job Level Reference: Associate)

Keep our gold customers happy and loyal. Your retention skills protect revenue and improve service.

£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.

Job Purpose:

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.

Your day-to-day:

• 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

Essential:

• 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

Desirable:

• 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

The Process: (Subject to change based on logistics and availability)

1. Phone screening (30 mins)
2. Teams Interview with Head of Customer Loyalty (1 hour)
3. Final Stage F2F Interview In person with member of the team
4. Offer & Contracts

Our Values

• 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

Don't let the requirements hold you back! We value passion, potential, and a willingness to learn just as much as experience. We're a fast-paced and growing environment, and if you're excited about business development and helping companies succeed with technology, we encourage you to apply – even if you don't tick every box.

At Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.

We’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.

We welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.

IND1

• 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