Retention Specialist

Are you passionate about customer loyalty and creating impactful strategies to retain valued customers? Join Calor as a Retention Specialist and play a pivotal role in enhancing customer satisfaction, loyalty, and long-term relationships. Collaborating with Internal Sales, Marketing, and Customer Experience teams, you'll focus on reducing churn and ensuring our customers stay connected to the benefits of Calor.
About the Role:
As a Retention Specialist, you'll oversee processes and metrics to identify at-risk customers, develop strategies to retain them, and monitor performance. Taking a holistic approach to the customer journey, you'll proactively engage with customers, provide input on communications, and implement data-led strategies to increase loyalty.
This role occasionally requires travel to Calor sites for collaboration, enabling you to work closely with teams on the ground, understand customer dynamics, and drive initiatives that foster lasting connections.
This is your chance to bring creativity and collaboration to the forefront, developing tailored retention campaigns and working cross-functionally to ensure a seamless customer experience from onboarding to renewal.
What You'll Do:
+ Lead retention activities, focusing on reducing customer churn and increasing loyalty.
+ Analyse customer data to understand behaviour and preferences.
+ Create and execute data-driven retention campaigns and loyalty programs.
+ Track and report retention metrics, adjusting strategies as needed.
+ Proactively resolve customer complaints and provide high-value customer support.
+ Educate customers about Calor's services, ensuring a smooth and positive experience.
+ Support the Tank Transfer Team during peak periods and market changes.

+ UK Driving License
+ Customer-facing experience is highly desirable.
+ Proven ability to work in internal sales or customer service using CRM tools.
+ Strong influencing and communication skills with a positive outlook.
+ Resilience under pressure and an ability to maintain professionalism in high-stress situations.
+ A genuine passion for connecting with customers and finding mutually beneficial solutions.
+ Tenacity to achieve targets while fostering collaborative relationships.
Key Skills & Competencies:
+ Proactive listening and articulate communication.
+ Relationship-building and conflict resolution.
+ Creativity in problem-solving and campaign development.
+ Results-driven, taking ownership of delivering high-quality outcomes.
+ Commercial awareness with a focus on driving revenue and customer retention.

At Calor, we believe in the power of diverse perspectives and unique talents. We understand that candidates may not tick every box on the list, and that's okay! We value individuality, creativity, and the ability to learn and adapt.
If you're passionate about making a positive impact, committed to growth, and bring something special to the table, we encourage you to apply. We believe in unlocking potential and providing opportunities for personal and professional development.
Join us at Calor, where your unique qualities are recognised, appreciated, and celebrated. We're more than a checklist - we're a community of individuals driving innovation and positive change.
Why Join Us?
At Calor, you'll be part of a supportive, dynamic team committed to delivering exceptional customer experiences. This is more than a job; it's an opportunity to make a real impact while growing your career within a respected and innovative organisation.
If you're ready to make a difference and thrive in a role where your ideas and efforts drive success, we'd love to hear from you!

+ Competitive Salary
+ Private medical insurance
+ 25 days annual leave + 8 bank holidays
+ Cycle to work scheme
+ Life Assurance of 4x salary
+ Matched pension contributions of 4.5% rising to 7.5% after 2 years service
+ Retailor discounts and many, many more!