Customer Success Retention Advisor – UK market

🔥 32 minutes ago

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Booksy

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

💼 Consulting

📦 Logistics

📣 Marketing

💰 $70M Series C on 2021-01

Consulting • Logistics • Marketing

Booksy is a digital platform that connects customers with beauty and wellness service providers, such as hair salons, barbershops, nail salons, skincare specialists, and massage therapists. It offers users the convenience of booking appointments online with various service providers in cities around the world, enhancing the way beauty and wellness businesses operate by providing them with tools to manage appointments, client relationships, and marketing. Booksy aims to simplify the process of finding and scheduling beauty and wellness treatments, making it easier for customers to discover and engage with local professionals.

📋 Description

• Support, retain and empower beauty and wellbeing professionals across the United Kingdom • Act as a trusted advisor to small business owners • Help clients overcome challenges and continue growing through Booksy’s platform • Lead the retention and reactivation process from start to finish • Handle cancellation requests and analyse each case in depth • Diagnose underlying payment or platform-use issues • Offer tailored solutions through specialist support, subscription-plan adjustments or strategic discounts • Collaborate with the Outbound Team Leader and Sales, Operations and Marketing teams • Turn difficult retention conversations into positive customer relationships and shared success

🎯 Requirements

• Proven, hands-on experience in customer retention/reactivation, sales or negotiation • Confidence handling objections and offering solutions • Strong communication and persuasion skills • Ability to build empathy and establish trust quickly over the phone • Proactive, problem-solving mindset • Resilience and ability to view cancellation requests as opportunities to add value • High commitment and autonomy • Motivation to meet retention KPIs • Ability to manage time effectively and independently • Technical expertise and agility with Salesforce, Zowie, Slack and Google Workspace • Native or bilingual proficiency in English • Ability to work closely with B2B clients in the UK

🏖️ Benefits

• Private medical and dental insurance (AEGON), 100% funded by the company • Fully covered, anonymous consultations with Booksy’s team of psychologists or through medical insurance • Meditation, mindfulness and emotional wellbeing resources via Headspace • Family-life support covering family planning, parenting, caring for relatives and menopause, with access to Cleo guides and specialists • 23 working days’ holiday • 14 public holidays • Birthday off • Flexible remuneration scheme for meal vouchers, transport, childcare or training with Betterfly/Flexoh • Monthly Booksy Benefit allowance increasing with length of service • €50 per month in credit on the Booksy app for beauty and wellbeing services • Unlimited access to LinkedIn Learning • Role-specific upskilling programmes • Online English lessons with Speexx • Company-provided computer and mobile phone • Monthly allowance for Wi-Fi connection