Job Title:  Fuel Card Customer Retention Executive

At Certas Energy we’re keen to take a lead in the industry. We have a culture of strong safety and compliance principles, driven by our dedicated Safety F1rst and Doing the Right Thing (compliance) Initiative. Health and safety is paramount to our business ethos – it is fundamental to good business performance, and integral to long-term business success.

Customer Retention Executive

Location: Birchwood – Office Based

Division: Fuel Cards

As part of our Fuel Card division, you will be responsible for maintaining and growing an existing customer portfolio, securing new sales opportunities, and ensuring customer retention. The role exists to maximise revenue, develop strong long-term customer relationships, and support the company’s growth objectives in line with sales targets and KPIs.

• Maintain and develop the existing customer portfolio to ensure retention and growth.
• Secure fuel sales by matching customers’ current and future needs with company offerings.
• Acquiring new customers via referrals from existing clients.
• Maintain up-to-date knowledge of competitor activity and developments.
• Respond to customer enquiries and provide timely resolutions.
• Manage accounts effectively, ensuring all records are current and accurate.
• Develop and manage long-standing customer relationships to prevent churn.
• Work to a structured contact strategy, completing daily/weekly/monthly calls.
• Ensure all calls are effectively closed with clear pipeline actions.
• Cross sells additional products and services to existing customers.
• Record all customer interactions accurately in IT systems.
• Ensure effective use of CRM and other IT systems.

Experience

• Proven track record in account management and customer retention.
• Experience in sales, including cross-selling and upselling products.
• Previous work in a target-driven, fast-paced environment.

Knowledge 

• Strong understanding of sales processes and customer lifecycle management.
• Awareness of competitor products and market developments.
• Knowledge of CRM systems and IT tools for customer management.

Attributes

• Highly motivated and results oriented.
• Excellent communicator and relationship builder.
• Strong ability to influence and engage stakeholders at all levels.

Competencies 

• Account management and customer retention strategies.
• Negotiation, problem-solving, and conflict resolution.
• Managing multiple priorities and achieving sales targets.

Doing right by everyone

People matter at Certas Energy. We’re an equal opportunities employer and we welcome applications from all regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background. We’re committed to doing right by our people, so we all feel engaged, motivated and proud to work for Certas Energy.