Customer Engagement Manager

Location: On-site at the Lawnswood office in North Leeds, Leeds, United Kingdom (LS16 6QY)

Basic salary: £26,782 per annum; monthly commission with OTE of £350 per month.

Company

hirify.global provides fleet solutions and services for businesses across the UK, supporting over 50,000 customers with more than 300 employees across five offices.

What you will do

• Contact customers requesting account closure and investigate the root causes of dissatisfaction or disengagement.
• Use consultative conversations to understand customer needs and present tailored retention solutions.
• Negotiate positive outcomes, reduce account closures, and re-engage customers to maximise account utilisation and drawing potential.
• Build and maintain customer relationships through proactive account management, regular contact, and monitoring of engagement levels.
• Identify cross-sell and upsell opportunities, recommend relevant products and services, and increase long-term customer value.
• Record interactions and outcomes in CRM and dialler systems and provide feedback on recurring issues and service improvements.

Requirements

• Proven experience in customer retention, account management, customer success, or sales.
• Previous experience managing win-back or cancellation-retention activity.
• Demonstrable success improving customer satisfaction and loyalty.
• Strong relationship-building, communication, influencing, problem-solving, and objection-handling skills.
• Highly organised, detail-oriented, and able to manage multiple customer accounts and follow-up activities.
• Comfortable using CRM platforms and dialler systems.
• Results-focused, with experience working toward performance targets and identifying and delivering cross-sell opportunities.
• Customer-centric, empathetic, commercially minded, proactive, self-motivated, resilient, and solutions-focused.
• Comfortable working in a fast-paced, target-driven environment while maintaining a customer-first approach.

Culture & Benefits

• On-site role at the Lawnswood office in North Leeds.
• Sociable working hours with no weekends or evenings, plus an early Friday finish.
• 25 days of annual leave plus an additional day for your birthday.
• Free breakfast, pension, and 4× salary life assurance.
• Fun, supportive working environment with a dress-down office.
• Monthly commission with OTE of £350 per month.