Customer Retention Specialist

Overview

Are you ready to start your career in a rapidly progressing company with service at the heart of everything we do? Then you’ve come to the right place.

We are GC Partners and we are a specialist financial exchange company. We help Private and Corporate clients move their money at the best rate, using our 20 years of experience, our bespoke technology and dedication to customer service. We have 6 offices around the globe including Hong Kong and Dubai, with further expansion in the future.

We have a fantastic opportunity for a Customer Retention Specialist to join our fast growing business. This role is an exciting opportunity for a customer-focused professional to drive meaningful change, enhance client loyalty, and play a key role in ensuring GC Partners meets both its commercial and regulatory responsibilities under Consumer Duty.

If you have a collaborative and adaptable work ethic, a drive for success and are looking for your next opportunity then we would like to hear from you.

Job Purpose

The Customer Retention Specialist plays a critical role in enhancing client loyalty and improving retention rates at GC Partners. This role is responsible for shaping the customer loyalty strategy, implementing initiatives to increase client longevity, and ensuring that customers receive exceptional service post-sale. In addition, the role will provide insight and analysis for Consumer Duty, ensuring customer outcomes are assessed and optimised, aligning with regulatory expectations.

The successful candidate will work cross-functionally with business development, marketing, and operations teams to enhance the client experience, leveraging data insights to drive continuous improvements.

Key Responsibilities

Customer Retention & Loyalty Strategy

o Develop and implement a customer loyalty strategy with a strong focus on long-term client engagement and retention.

o Analyse customer behaviour and provide insight to shape business strategies, ensuring a customer-first approach.

o Work with key stakeholders to assess customer outcomes in line with Consumer Duty requirements, ensuring fair treatment and positive experiences.

o Implement processes to encourage dormant clients back to GC Partners, particularly through insights into Customer Lifetime Value (CLV).

o Create and develop an aftersales process that strategically targets private clients to increase repeat business, preferably via digital channels.

o Provide insights on customer needs and trends to shape ongoing product and service development.

o Analyse customer journey and data to identify areas for improvement.

Consumer Duty & Customer Insights

o Monitor and assess customer feedback to ensure fair customer outcomes, identifying areas for improvement and sharing recommendations with leadership.

o Provide data-driven insights to senior management to support regulatory compliance and business growth.

o Work with internal teams to implement quality improvements based on data analysis, ensuring customers receive the best possible service.

Customer Engagement & Communications

o Manage and oversee GC Partners’ Trustpilot account, responding to customer reviews and improving engagement.

o Oversee web chat queries, ensuring responses meet Service Level Agreement (SLA) requirements while working with teams to proactively reduce common queries.

o Work alongside the marketing manager to support sales teams in delivering best-in-class service, aligned with GC Partners’ brand values.

o Develop, implement, and drive monthly customer loyalty programmes within agreed budgets.

o Stay attuned to the competitor and market landscape, identifying marketing opportunities.

Performance & Reporting

o Set and achieve key performance indicators (KPIs) for customer retention.

o Provide regular progress reports and recommendations to senior leadership.

o Develop and execute plans to increase conversion rates from registration to transaction, working closely with relevant departments.

o Identify cross-selling opportunities and manage the implementation process to increase revenue from existing clients.

Qualification & Experience

o 3+ years’ proven experience in a customer loyalty, account management, or retention role.

o Proven track record of hitting KPIs and sales targets in a customer-facing environment.

o Experience running multiple cross-functional projects across diverse teams.

o Strong analytical skills with the ability to translate strategic vision into practical deliverables.

o Customer-Centric Mindset: Passion for customer service, training, and experience in improving customer outcomes.

o Communication & Relationship Building: Confident communicator (written and spoken) with strong persuasive and influencing skills.

o Collaboration & Stakeholder Management: Ability to build trusting and collaborative relationships across the business and with external suppliers.

o Attention to Detail: Strong ability to analyse data, assess market trends, and implement insights effectively.

o Project & Time Management: Proven ability to manage multiple projects and initiatives simultaneously.

Benefits of working at GC Partners

o 25 days of holiday per year, plus bank holidays

o Workplace pension – employer contributions

o Complimentary Health insurance o Employee assistance programme

o A truly global business with opportunities for growth

Equal opportunities

GC Partners is an equal opportunity employer. We welcome applicants from all backgrounds and each applicant is given fair consideration throughout the recruitment process.

Please be aware that due to the volume of applicants, we may not be able to respond to all applications.