Retention Specialist

5 days ago

Melbourne, Australia ANZ Full time

**The Opportunity**

The Retention Specialist will be responsible for effectively handling any merchant retention enquiries and to provide holistic advice to internal and external customers to convert the opportunities. To be responsible for providing accurate needs-based solutions, product recommendations, appropriate incentives for customers to remain with the JV, restructure of existing products if required, whilst maintaining profitable pricing structures. The Retention Specialist is part of the SME sales team (Small and Medium Enterprise) and will work closely with the other team members to uncover and refer any new sales opportunity. The role continues to evolve and will continue to be developed. An agile mindset and an individual who is open to change is critical.

The Merchant Retention Consultant is responsible for effectively handling reactive and proactive retention enquiries and provide holistic advice to internal and external customers in order to convert any retention opportunities. The Consultant is responsible for providing accurate needs-based solutions, addressing customer pain points, providing product recommendations in line with customer needs, restructure of existing merchant products if required, whilst maintaining profitable pricing structures. The consultant is also responsible for fulfilling these offers and ensuring product recommendation fulfillment is managed where required.

**Your responsibilities include**:

- Engagement with customers and understanding their Merchant needs and JV’s products and services, provide retention solutions that are in line with business revenue expectations and do not erode the value of customer to the commercial division
- Have expert understanding of how customers take payments for their business, hold insightful needs-based conversations, with business customers and provide valuable advice and tailored recommendations for their payment needs.
- Ensure the customer remains at the heart of all our interactions of the retention team
- Ensure proper issue and complaints management in the team, in collaboration with Customer Services team
- Deliver on agreed outcomes for Quality Assurance, Conversion and Call monitoring.
- Ensure quality customer and business outcomes are achieved in adherence to JV policies and values (customer contacts)
- Ensure that own knowledge of Merchant products, processes and pricing is up to date and accurate in the retention team.
- Ensure agreed service levels are met in terms of quality and SLA’s
- Work collaboratively with team members, wider JV team, Commercial frontline and Customer Services teams
- Work closely with the rest of the SME sales team to provide feedback and insights regarding merchant repricing and retention.

**Skills**:

- Customer retention
- Merchant pricing
- Needs based sales
- Customer focus
- Stakeholder management.
- Proven results drive
- Ability to work individually and as part of the team
- Excellent Problem solving & negotiation skills
- Building relationships and networks
- Personal time management & prioritization
- Demonstrated customer service ethic and commitment to satisfy standards required
- Being agile
- Managing change

  • Merchant Retention Specialist

    1 week ago

    Melbourne, Australia NAB - National Australia Bank Full time

    **Work type**: Permanent Full time **Location**: VIC- Melbourne CBD - **Are you passionate about being part of a growing team focused on retaining customers?**: - **Do you like working in a fun, passionate and supportive team?**: - **Would you love to work from home for 2-3 days a week?** **About the role**: We are passionate about retaining small to...

  • Customer Retention Executive

    3 days ago

    Melbourne, Australia Xclusive Group Full time

    **Join a Leading Subscription-Based Club as our Next Churn Specialist & Customer Retention Manager!** Are you passionate about keeping customers happy and driving business growth? Do you thrive in a fast-paced, results-driven environment? We’re a leading subscription-based club dedicated to delivering exceptional value and creating loyal members. We’re...

  • Inside Sales and Retentions Specialist

    3 days ago

    Melbourne, Australia RateMyAgent Full time

    Founded in 2014, RateMyAgent is Australia and New Zealand’s number 1 real estate ratings and review platform.We have recently expanded our offering to the US market and with some exciting plans we are seeing some great results in this market, with more initiatives planned to accelerate our growth. In 2018 we listed on the ASX:RMY. RateMyAgent has over 80...

  • Customer Retention Executive

    1 week ago

    Melbourne VIC, Australia LMCT+ Full time $120,000 - $180,000 per year

    Join a Leading Subscription-Based Club as our Next Churn Specialist & Customer Retention ManagerAre you passionate about keeping customers happy and driving business growth? Do you thrive in a fast-paced, results-driven environment? We're a leading subscription-based club dedicated to delivering exceptional value and creating loyal members.We're looking for...

  • Retention Team Leader

    1 week ago

    Melbourne, Australia Bank of Queensland Full time

    **About the Role** Are you a passionate leader in banking or retention with a knack for coaching and development? As our Retention Team Leader, you'll play a pivotal role in shaping the future of our customer experience. You'll guide your team to deliver an exceptional service that transforms customers into loyal advocates. Imagine a role where you: -...

  • Customer Service

    1 week ago

    Melbourne Northern Suburbs, Australia HAYS Full time

    Work with a specialist lending company in Northcote **Your new company** Based in Northcote this finance company are looking for a Customer Service & Retention Officer to support their expanding customer base. This organisation offers services from pre-approval through to settlement. Offering big services for smaller costs, ensuring a tailored individual...

  • Marketing Associate of Ecommerce and Retention

    1 week ago

    Melbourne, Australia Ruggable Full time

    **About Ruggable**: Ruggable is a leading direct-to-consumer e-commerce brand based in Los Angeles, California with an extraordinary track record of high, profitable growth. We pride ourselves on having an extremely loyal customer base and a talented team made up of genuinely caring people who take action and deliver results. We are venture-backed and own a...

  • Marketing Associate of Ecommerce and Retention

    1 week ago

    Melbourne, Australia Ruggable Full time

    **About Ruggable**: Ruggable is a leading direct-to-consumer e-commerce brand based in Los Angeles, California with an extraordinary track record of high, profitable growth. We pride ourselves on having an extremely loyal customer base and a talented team made up of genuinely caring people who take action and deliver results. We are venture-backed and own a...

  • Sales Renewals Specialist

    1 week ago

    Melbourne, Australia SmartBear Full time

    As a Renewals Specialist, you will secure renewal revenue in your market and ensure customer retention by building and developing enduring relationships with elite customers. By understanding customer's unique business challenges, the SmartBear Renewals Specialist will nurture the customer relationship and act as a sales enabler to drive retention and...

  • Everyday Banking Specialist

    1 week ago

    Melbourne, Australia NAB - National Australia Bank Full time

    **Work type**: Permanent Full time **Region**: VIC- Melbourne CBD As the **Everyday Banking Specialist,** you will work with and support high-value customers nationally. In this role, you will pro-actively connect with Premier customers outbound, with the focus and drive of building advocacy, servicing, retention and growing by identifying opportunities to...