Customer Retention and Growth Executive

We are seeking a proactive and customer-focused Customer Retention and Growth Executive to join our automotive workshop. This role focuses on private vehicle owners as customers, with the objective of increasing customer lifetime value through insurance renewal engagement, adoption of our prepaid credit scheme, and structured customer retention programmes.

Key Responsibilities

• Review customer records to identify upcoming motor insurance renewal dates.
• Proactively engage customers ahead of renewal to encourage renewal through the company.
• Design and execute renewal engagement strategies, including offering additional perks or rebates where appropriate.
• Coordinate internally to ensure a smooth renewal experience for customers.

• Promote and drive adoption of the V-dollar prepaid credit scheme via the mobile application.
• Educate customers on the benefits of prepaying credits at a discount.
• Track and optimize customer sign-ups and purchase behavior for V-dollars.

• Design and implement structured customer retention programmes post initial service.
• Gather customer feedback after service completion and identify improvement opportunities.
• Curate drip marketing campaigns such as emails, EDMs, and other communication channels.
• Develop personalized engagement initiatives such as birthday rewards and loyalty incentives.

• Work closely with operations, marketing, and customer service teams.
• Collaborate with management to refine customer engagement strategies.

• Experience in customer retention, CRM, or customer growth roles.
• Experience in automotive, insurance, or service-related industries is an advantage.
• Strong communication and relationship management skills.
• Comfortable working with customer data and digital tools.
• Results-driven with the ability to work towards clear KPIs.
• 5 days work week.