Return to jobs Return to jobs

Customer Retention Executive



Posted over 30 days ago...


Join Marshmallow's Customer Loyalty Team and leverage your sales expertise to ensure customer satisfaction and retention at a forward-thinking insurance company.


icon Salary

No salary declared 😔

icon Location

London, UK

icon Nomad Friendly?

100% Remote- Worldwide

icon Expires

Expires at anytime

Marshmallow is an innovative insurance company revolutionizing the industry for those who've relocated to the UK. Our mission is to provide fair insurance prices and exceptional service to a historically underserved demographic. With a company culture that values progress, creativity, and relentless experimentation, Marshmallow is the ideal place for those eager to make a substantial impact in financial services.

  • Work within the dynamic Customer Loyalty Team, focusing on policy renewals, cancellations, and enhancing the customer journey.
  • Engage with customers through Live Chat, assisting with renewals, policy changes, and retention efforts.
  • Analyze customer behavior trends, providing valuable insights to the team and stakeholders.
  • Proven sales experience, preferably in Renewals, Cancellations, or Retention.
  • Digital communication skills, especially via live chat, are highly regarded.
  • Ambitious, target-driven mindset with the desire to exceed expectations.

Marshmallow offers a range of benefits including flexible working, competitive bonus schemes, comprehensive health benefits, and a commitment to an unbiased hiring process. If you're ready to contribute to a team that values innovation and customer satisfaction, apply to be a part of our journey.

Marshmallow is a company that was started to address the unfair insurance prices for people who move to the UK. We use technology to serve people that are often overlooked by financial services companies, solving important problems for people who need it most. We are proud of the culture we’ve created, where we push for progress every day, take risks, think creatively and experiment relentlessly to meet our customer’s needs.

The role you will be filling is part of the Customer Loyalty Team. This team is here to understand our customers’ needs and act as the bridge between customer expectations and our commercial goals. The focus of this team is based around renewals and cancellations, but will progress into other aspects of the customer journey too such as mid term changes and cross product sales.

As a Customer Retention Executive, you will be speaking with customers via Live Chat whose policies are due to expire, to make changes or if they are considering cancelling their policies. You will be actively guiding and influencing customers to renew their policy or stay with us on the same or a different plan. You will also be identifying key trends and patterns in customer behaviour and feeding this back to relevant internal stakeholders.

We are seeking a candidate with a Sales focused background. If you have specifically worked in a Renewals, Cancellations or a Retention based role, this would be a huge advantage! If you have experience in a digital role involving live chat communication, this is a big plus. A goal driven mindset and hunger to meet (or even better, exceed!) targets is also important.

We offer flexible working, a competitive bonus scheme, a flexible benefits budget, sabbatical leave, work from anywhere, mental wellbeing support, learning and development, private health care, a medical cash plan, a tech scheme, and more. We also have a clear and transparent hiring process and are committed to hiring without judgement, prejudice or bias.


Hire with Escape

Showcase your progressive organisation and post your open roles to the biggest UK community of purpose driven job seekers.

Get Started