Senior Client Retention Specialist

SUMMARY:
Cape Town

POSITION INFO:

Role Overview:

We are looking for an experienced, strategic, and proactive Senior Retention Specialist to lead churn management and client retention efforts for a portfolio of UK-based clients in the hair, beauty, wellness, and personal care industries. This role is ideal for someone who thrives on problem-solving, relationship-building, and identifying opportunities to create long-term client loyalty.

As part of the Customer Success & Retention Team, you will work closely with account managers, marketing, and service delivery teams to analyse churn risk, engage with clients at critical moments, and develop bespoke strategies that retain and re-engage high-value business customers.

Key Responsibilities:

• Churn Analysis & Prevention:
  Monitor and analyse client behaviours and account health to identify risk indicators. Proactively reach out to at-risk clients with tailored solutions before they disengage.
• Client Engagement:
  Build strong, trust-based relationships with clients through regular check-ins, performance reviews, and feedback sessions to ensure continued satisfaction and retention.
• Problem Solving:
  Resolve client pain points, dissatisfaction, or service issues by coordinating cross-functional internal teams and ensuring a swift, solutions-oriented approach.
• Strategic Retention Campaigns:
  Collaborate with marketing and sales to create targeted campaigns and offers aimed at re-engaging inactive clients or those at risk of cancellation.
• Customer Journey Optimization:
  Identify patterns in client churn and assist in refining onboarding, support, and engagement processes to improve retention metrics.
• Reporting & Insights:
  Maintain accurate records of retention performance, report on KPIs, and present insights to internal stakeholders for continuous improvement.

Key Requirements:

• Experience:
  • 3-5 years in client retention, account management, or customer success roles (preferably with B2B clients).
  • Experience working with the UK market is essential.
  • Background in SaaS, marketing services, or subscription-based platforms is a strong advantage.
• Skills & Tools:
  • Proficiency in Salesforce (CRM), Slack (team communication), Microsoft Office (Word, Excel, Outlook), and Google Docs.
  • Excellent verbal and written communication, especially in handling sensitive or challenging client conversations.
  • Strong analytical mindset with the ability to interpret data and translate insights into actions.
  • Highly organised, proactive, and capable of working both independently and collaboratively.
• Personal Attributes:
  • Empathetic yet commercially minded able to balance client satisfaction with business priorities.
  • Persuasive, patient, and highly solution-focused.
  • Resilient under pressure and confident in turning negative experiences into positive outcomes.