Loyalty Executive (x2) - Romford

There are two vacancies for this position.

Non Negotionable - 

• Strong experience in sales - minimum 2 years experience.
• A strong understanding of sales processes, marketing programmes and products
• Computer literate with good written and verbal communication skills 

Maximum salary for the role is £20,000.

OTE - £32,000

Working hours - 8.30am-5pm 9am-5.30pm - this will be discussed with the hiring manager whilst in the interview.

Benefits - 

Finance & Retirement

Retirement Savings Plan

Commission

Lifestyle

Annual holiday leave (23 days)

Holiday buy/sell

Childcare vouchers

Employee assistance programme

Recognition

Incentive trips

Awards schemes

Health

Eye care

Flu Jabs

Paid sickness leave

Travel

Season ticket loans

Free parking

Social

Volunteer days

Year end party

Summer fair

***

Reporting to the Customer Loyalty Manager, this role is responsible for supporting efforts to minimise the decline of franking machines in the field and stabilise profit margin by retaining customers that are requesting cancellation or customers that will potentially leave.   Customers requesting cancellations could range from active lease agreements, service contracts, rental agreements or sale withdrawals.  They will have access to use marketing promotions and special offers as and when critically required to retain a customer and should use whilst ensuring recurring revenues are protected within the business.  

The Loyalty Executives will be achieving clear targets around business critical metrics such as conversion rates, retained revenue and SLA’s.  They will need to communicate effectively with customers via incoming enquiries or by proactively contacting them (outbound), to understand why they wish to cancel their business or agreement with us.  They will use effective questioning and understanding in order to create opportunities to retain them by explaining the benefits of staying with us or by appropriately negotiating with them to retain their business.  

The successful candidate will be able to produce high levels of customer service by listening to the customer’s issues, empathise with the customer and identify the key solution, which retains the customer, which they are happy with.

Skills and Experience Required

• Strong experience in sales (minimum of 2 years of B2B) 
• A strong understanding of sales processes, marketing programmes and products
• Ability to sell the benefits of the product whilst at the same time using emotional intelligence to persuade and influence a customers decision
• Proven experience in customer service 
• Computer literate with good written and verbal communication skills 
• Excellent telephone manner showing confidence 
• Able to manage their own workloads, specifically; balancing a pipeline of new and existing customers from which customers are retained or some form of desired, outcome is achieved
• An understanding of leasing agreements, how they are calculated and the benefits of leasing vs. purchase
• Highly organised and be able to work cross-functionally within a business and build strong relationships
• Strong negotiating and persuasion skills and have the ability to be able to listen to customer’s needs and match this with the desired outcome for both the customer and NUK
• General knowledge of franking products & the mailing solutions industry is beneficial, including an insight into our market competitors.