Job Advert
Role Purpose
The Customer Retention Specialist is responsible for supporting and strengthening relationships with PayPoint retailers to reduce churn, maximise retailer lifetime value, and drive long-term commercial performance. This role focuses on identifying at-risk accounts, delivering tailored retention strategies, and providing expert support to ensure retailers fully realise the value of PayPoint’s products and services.
Key Responsibilities
Reactive Retention-
Prevent and minimise retailer churn across all PayPoint products and services.
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Promote the value of PayPoint’s products and services to retain and grow business.
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Deliver sustainable and commercially viable retention outcomes.
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Liaise with internal teams (Retail Service Hub, Field, Finance) to resolve issues blocking retention.
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Handle calls, emails, and cases withing agreed SLAs.
Proactive Retention-
Monitor retailer behaviour, trends, and account activity to identify early churn signals.
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Proactively engage retailers to strengthen relationships before issues arise.
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Demonstrate how PayPoint products and services can increase footfall and revenue.
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Support retailers through key lifecycle stages (onboarding, in-life changes, offboarding).
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Capture feedback from proactive conversations to provide insight on product, pricing, or process improvements.
Contract Renewals-
Manage and secure contract renewals for retailers approaching expiry.
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Negotiate commercial terms to protect revenue while maintaining relationships.
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Clearly communicate contract terms, benefits, and any changes.
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Prioritise high-value and high-risk retailers.
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Maintain accuracy and compliance in all contract renewals.
Skills, Experience, & Behaviours
Essential Skills
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Strong understanding of business impact, revenue protection, and the ability to balance customer needs with commercial outcomes.
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Advanced understanding of PayPoint products/services (or ability to quickly acquire knowledge) to effectively support and advise retailers.
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Excellent verbal and written communication, with the ability to handle objections, negotiate outcomes, and influence retailer decisions.
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Robust organisational skills with the ability to manage multiple tasks in a busy environment.
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Competent use of CRM and Microsoft Office tools.
Desirable Experience
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Proven ability to reduce churn and increase retailer lifetime value through effective retention strategies.
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Experience negotiating pricing, contracts, and commercial terms, with the ability to handle non-standard deals.
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Understanding of end-to-end retailer journeys (Retail Lifecycle), including field support, contract verification, onboarding, in-life change, and offboarding.
Behaviours
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Collaborative, professional, and supportive.
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Accountable for outcomes, not just tasks.
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Takes ownership to resolve issues, even when not directly at fault.
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Results-focused and performance-driven.
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Committed to high standards and team development.
