HobFit focuses on helping individuals achieve their fitness and wellness goals through personalized services and fitness solutions. We aim to provide a positive customer experience and build long-term relationships with our customers.
Job Overview
We are looking for a result-oriented Customer Retention Executive to manage relationships with existing customers, improve customer retention, and drive subscription renewals.
The role involves connecting with existing customers who are currently using HobFit's services, understanding their concerns, identifying reasons for discontinuation, and encouraging them to continue their fitness journey with us.
The candidate will be responsible for handling renewal conversations, addressing customer objections, conducting regular follow-ups, and achieving monthly retention and renewal targets.
Important: This is a target-driven, sales-oriented role focused on retaining existing customers and generating renewals. It is not a new customer acquisition or basic customer support role.
Key Responsibilities
- Customer Engagement:
Connect with existing customers through calls and other communication channels to maintain regular communication and build long-term relationships.
- Customer Retention: Identify customers who are considering discontinuing or cancelling their services and take appropriate steps to retain them.
- Renewal Management: Contact customers whose subscriptions or service plans are approaching expiry and encourage them to renew.
- Objection Handling: Understand and address customer concerns related to pricing, service experience, lack of progress, time constraints, or dissatisfaction.
- Customer Follow-ups: Maintain consistent follow-ups with customers who are undecided about continuing or renewing their plans.
- Target Achievement: Achieve monthly targets related to customer retention, subscription renewals, and revenue generation.
Your primary responsibility will be to retain existing customers and encourage them to continue using HobFit's services.
Required Skills
- Excellent verbal communication and interpersonal skills.
- Strong convincing, negotiation, and objection-handling abilities.
- Ability to build and maintain customer relationships.
- Valuable follow-up and customer engagement skills.
- Sales-oriented mindset with a focus on achieving targets.