We are looking for Customer Retention Executives to join our Retention Team in Birmingham. You will oversee driving and managing customer re-signs/renewals and churn/cancellations with the Daisy Corporate Services contract based. This role will be primarily focused on our mobile, lines & call products as well as 3rd part vendor contracts, so experience in these areas would be beneficial. 

• Job Title: Customer Retention Executive
• Location: Aston (but working from home at the moment)
• Salary: Up to £25,000 DOE plus OTE

Your Responsibilities:

• Management of re-signs and renewals  within their allocated accounts in the existing DCS account base.
• Management of cancellations and churn  within their  allocated accounts in the existing DCS account base.
• Analyse customer billing profile data, create a suitable Daisy offering for the renewal, raise an appropriate quotation, and secure the resign, working either with the Account Manager or directly with the customer.
• Work closely and build relationships  with appropriate Account Managers and Account Directors on their allocated accounts
• Pro-actively manage their allocated opportunities and tasks to ensure the business expectations are met.
• Ensure they are fully conversant with  Daisy group portfolio of services even if these are outside the areas they are working in.
• Performance will be measured against pre-defined targets for re-sign and churn on their allocated opportunities.
• The Customer Retention Executive role is to manage each assigned opportunity through regular reviews with account owners and customers by telephone, email, face to face review /re-sign meetings.
• Work with account owners to assist in putting the appropriate re-sign documentation together.
• Work with the account owners to ensure we understand all the current contractual and service delivery information of their allocated accounts.
• Prepare and maintain weekly and  monthly forecast reports to their direct report for inclusion in the weekly and monthly re-sign and churn reports
• Ensure all the appropriate business CRM and  retention databases are kept updated on a regular basis.
• Ensure they are  co-operative and flexible, whilst maintaining a diplomatic and organized approach, even under pressure.

• Experience within the Daisy portfolio of services
• Experience in managing, negotiating, re-signing and closing IT/Communication service contracts
• Understanding of key vendors such as Vodafone, O2, Openreach, Virgin Media & TalkTalk who deliver service on behalf of Daisy
• A strong understanding of the market place and the requirements of our customers.
• Degree standard (desirable) or significant demonstrable experience within the Commercial Sector.
• Be able to deliver  consistent  forecast updates  against set targets and objectives. (re-sign and  churn).
• Be able to demonstrate they can deliver against key targets and objectives.
• Enthusiastic and Self Motivated
• Excellent Communication skills
• Good skills within the Microsoft Office Suite – particularly Outlook and Excel.
• Experience in Mobile, Fixed Lines, Connectivity or Customer Services.

What are the benefits of working at Daisy?

Our colleagues work hard to deliver for our customers and that is why we give them the recognition and rewards they deserve for their effort

But working at Daisy is much more than just a fair salary. It’s about providing a range of benefits and opportunities to all our staff to make working with us enjoyable.

Our ethos is simple: the more you put in the more you get out.

Here are some of the benefits that we offer…

• Up to 38 days holiday, plus bank holidays
• The day off on your birthday!
• Fantastic learning and development opportunities through "Daisy University" to help you achieve your career goals. 
• Access to excellent discounts and savings at more than 1,200 retailers
• Access to exclusive offers on a range of Daisy products