Protect revenue. Strengthen partnerships. Deliver renewal performance.
Retention isn’t reactive, it’s strategic.
As a Customer Retention Specialist, you’ll play a direct role in protecting recurring revenue and strengthening long-term customer relationships. You’ll manage renewal conversations with confidence, ensuring customers clearly understand the value of continuing their partnership with Intercity.
This is a proactive, performance-focused role where communication, commercial awareness and professionalism are key.
The Role
You will take ownership of a portfolio of upcoming renewals, engaging customers via phone, email and targeted campaigns to secure contract extensions and identify growth opportunities.
You’ll balance customer experience with commercial outcomes, resolving concerns, reinforcing value and ensuring a seamless renewal journey.
Key Responsibilities as a Customer Retention Specialist:
- Proactively contact customers within the renewal cycle via phone, email and campaigns
- Build strong working relationships through clear, confident communication
- Articulate the value of our services and demonstrate the benefits of continued partnership
- Manage objections and resolve concerns to secure successful renewals
- Maintain accurate CRM records of all interactions, renewals and contract updates
- Identify upsell and cross-sell opportunities where appropriate
- Collaborate with internal teams to ensure customer needs are addressed effectively
How Success Will Be Measured
- Renewal rate and revenue retention
- Upsell and cross-sell contribution
- Customer satisfaction and experience
- Accuracy and quality of renewal data management
About You
You are confident on the phone, organised in your approach and focused on outcomes. You understand that successful retention comes from listening, understanding and influencing with credibility.
Experience & Skills
- Strong verbal and written communication skills
- Confident handling renewal conversations and influencing customer decisions
- Ability to listen actively and understand customer priorities
- Effective objection handling and problem resolution skills
- High attention to detail with strong administrative accuracy
- Positive, resilient and performance-driven mindset
- Committed to delivering excellent customer service
What We Offer:
- 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day for each full calendar year employed, up to a maximum of five days.
- Annual pay reviews.
- Holiday buy scheme.
- All-company bonus scheme.
- Death in service cover.
- Employee assistance programme.
- Company pension.
- Active social calendar.
- A strong focus on developing our people.