Customer Retention Manager

23 hours ago

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Shiftmove

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Transport • SaaS • Enterprise

Shiftmove is a comprehensive fleet management software platform that simplifies mobility operations for businesses. It provides a holistic interface for monitoring vehicle performance, compliance, and logistics, ensuring efficiency and strategic decision-making. With features like real-time tracking, digital logbooks, and automated processes, Shiftmove helps organizations manage their fleets while adhering to legal requirements and improving profitability.

201 - 500 employees

🚗 Transport

☁️ SaaS

🏢 Enterprise

📋 Description

• You win customers back: You conduct targeted phone-based win-back conversations with customers to prevent cancellations or re-engage customers who have already canceled, reigniting their interest in Shiftmove. • You are our face to the customer: With your confident, friendly, and solution-focused manner you build trust and ensure our customers feel well looked after. • You understand needs: You analyze why customers want to cancel and present concrete benefits, alternatives, or optimizations that meet their requirements. • You work collaboratively: You maintain close coordination with teams such as Customer Success, Sales, and Logistics to quickly coordinate possible solutions and ensure an optimal customer experience. • You provide valuable insights: From your conversations you derive trends and areas for improvement and communicate these in a structured way to the appropriate stakeholders.

🎯 Requirements

• You have at least 1 year of experience in phone-based customer support, ideally in win-back, sales, or customer service • You communicate empathetically and persuasively and enjoy re-engaging customers in win-back conversations • You remain professional, friendly, and solution-oriented even in challenging situations • You are technically savvy, work confidently with MS Office, and adapt quickly to new tools • You keep track of multiple customer cases, work in a structured manner, and document reliably • You speak fluent, confident German (C2) and have very good English skills (B2)

🏖️ Benefits

• You gain exciting insights into a diverse, young, and dynamic team that works with modern software and a variety of tools • An agile work environment with flat hierarchies, allowing issues and improvement suggestions to be raised and addressed quickly and easily • Hybrid work model? Absolutely! You can work from home within Berlin, but we value in-person collaboration. Our beautiful office in the heart of Friedrichshain is our shared workspace two days a week — for the best exchange, creative flow, and team spirit. If you are not from the Berlin area, we invite you to join our team week(s) regularly throughout the year. • Regular working hours from Monday to Friday, 09:00–18:00, no weekend or public holiday work • You receive 30 vacation days plus 1 Mental Health Day • Flexible work from anywhere in the world — you can choose where you work and have the option to work and travel from any country for up to 12 weeks • Personal learning budget of EUR 2,000 per year to support your professional development • At our company you get free fruit & drinks, regular events, employee discounts, and a range of other benefits, e.g., a membership with Urban Sports Club, nilo.health, or a subsidy for a BVG ticket