{"id":1139726,"url":"https://alion.io/job/focus-group-customer-loyalty-executive-2","title":"Customer Loyalty Executive","company":{"id":4130,"name":"Focus Group","domain":"focusgroup.co.uk","url":"https://alion.io/company/focus-group","size_band":"1001-5000","is_staffing_agency":false,"is_intermediary":false,"ats_vendor":"Workable","truth_index":{"grade":"A","score":100,"open_postings":12,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":38,"computed_at":"2026-09-23T05:45:00Z"}},"role":"Finance","role_family":"Finance","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"hiring_geo_confidence":"structured","locations":["Shoreham-by-Sea, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":45000,"max_usd":120000,"period":"year","method":"role_country_seniority_unknown","sample_n":219},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Windows","optional":true}],"status":"live","first_seen_at":"2026-09-23T10:18:17Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-23T16:19:29Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Customer Loyalty Executive | Build Lasting Customer Relationships & Improve Retention\n£25k+ and Up to £1k Monthly Bonus (OTE £35k) | Shoreham By-Sea | Hybrid Working (After Probation)\n(Internal Job Level Reference: Associate)\nKeep our gold customers happy and loyal. Your retention skills protect revenue and improve service.\nAbout Focus Group\n£1bn valuation, 30,000+ customers, 1,300+ employees across 20 UK offices. Award-winning employer (UK's Best 100 Companies to Work For 2021). Our recent investment from PE backers, Hg, will support Focus Group’s organic growth plan, M&A ambitions and product development initiatives, enhancing our ability to deliver innovative solutions to businesses of every size, shape and sector.\nJob Purpose:\nAs a Customer Loyalty Executive in our Shoreham By-Sea office, you'll focus on customer retention by identifying at-risk accounts and intervening to improve their experience. When customers are considering leaving or showing signs of dissatisfaction, you'll step in to understand their concerns and find solutions.\nThis is a proactive retention role where you'll strengthen relationships, resolve service issues, and demonstrate the value of staying with Focus Group.\nYour day-to-day:\nContacting customers who've submitted leaving notifications or are showing churn risk\nRunning retention conversations to understand what's going wrong and how to fix it\nConducting relationship reviews when service isn't meeting expectations\nCreating service improvement plans and introducing solutions that address their needs\nCoordinating with internal teams to resolve issues and complaints\nManaging high-value account knowledge and contract renewal triggers\nCross-selling value-add services where they genuinely improve customer experience\nIdentifying patterns in customer journeys where intervention prevents churn\nYou'll handle some challenging conversations - customers who are unhappy or frustrated - but your goal is to turn those situations around and rebuild trust.\nWho We're Looking For\nStrong communicator who can handle retention conversations professionally\nProblem solver who understands root causes and finds solutions\nResilient and stays calm when dealing with unhappy customers\nEmpathetic listener who genuinely wants to help customers succeed\nHighly organized with ability to manage multiple at-risk accounts\nCommercially aware - understands retention equals revenue\nEssential:\nProven customer service experience, ideally handling complaints or escalations\nExcellent phone manner and ability to de-escalate situations\nExperience working under pressure and multitasking\nStrong organizational skills with attention to detail\nPassion for turning negative situations into positive outcomes\nDesirable:\nExperience in retention, loyalty, or account recovery roles\nB2B background, ideally in technology, telecoms, or IT services\nCRM system experience\nTrack record of successfully retaining at-risk customers\nNext Steps\nTell us about:\nYour experience handling customer complaints or retention situations\nA time you saved an at-risk customer or turned around a difficult situation\nWhy you're interested in customer retention and loyalty work\nHow you stay resilient when dealing with unhappy customers\nThe Process: (Subject to change based on logistics and availability)\nPhone screening (30 mins)\nTeams Interview with Head of Customer Loyalty (1 hour)\nFinal Stage F2F Interview In person with member of the team \nOffer & Contracts \nOur Values\n Respect - Treat colleagues and customers with respect\n Integrity - Uphold the highest standards of honesty and fairness\n Teamwork - Engage and collaborate with colleagues and partners\n Ambition - Determination to be the best that we can be\nDon't let the requirements hold you back! We value passion, potential, and a willingness to learn just as much as experience. We're a fast-paced and growing environment, and if you're excited about business development and helping companies succeed with technology, we encourage you to apply - even if you don't tick every box.\nAt Focus Group you can be proud of what you do, how you do it and feel a true part of the team. We work hard to create an inclusive, collaborative and rewarding environment where you are inspired to achieve brilliant things and really make a difference to the future of our business.\nWe’re proud to have built an outstanding place to work where people thrive and are recognised for their achievements. We’re delighted to have been named one of the UK’s best 100 Companies to Work for 2021 and a British Private Equity & Venture Capital Association (BVCA) 2023 Vision Award Winner for London & South East for our commitment to culture and ESG.\nWe welcome all applications and if you struggle to apply online, please contact us for a chat, or email us directly. We can make any reasonable adjustments to the working environment to ensure all employees are included and can work safely in our offices.\nIND1\nBenefits\n24 Days Annual Leave + Bank Holidays. Incremental increase with length of service \nHoliday Trading Windows - buy & sell up to five days holiday \nBirthday Leave \nVolunteering Days \nFocus Xchange - Retailer discounts and peer-nominated reward scheme \nEmployee Assistant Program - Free mental health support \nInterest-Free Travel Loan \nHybrid Working Policy - Post Probation \nRegular Company Social Events","description_format":"text","description_chars":5361,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Equity","Hybrid work"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Telecommunications"],"lifecycle":[{"event":"open","at":"2026-09-23T10:18:17Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":38,"reasons":["conf:1","win:early"],"computed_at":"2026-09-23T18:05:29Z"},"pay":null,"html_url":"https://alion.io/job/focus-group-customer-loyalty-executive-2","json_url":"https://alion.io/job/focus-group-customer-loyalty-executive-2.json","meta":{"generated_at":"2026-09-23T18:05:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers"}}