Retention Consultant
Full-TimeJob Overview
About us
At Splend, we’re on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on Rideshare, we provide our customers straight forward, no strings attached access to vehicle ownership.
But we aren’t just about vehicle ownership. We are also fast-tracking the transition to green mobility, and we are leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.
About the role
Splend’s Retention Consultant is a newly created role within our Sales team, focused on strengthening customer relationships, reducing churn, and driving long-term loyalty. This is a high-impact position where you will proactively engage customers, reinforce Splend’s value proposition, and identify opportunities to deepen customer relationships, including upgrades and additional services that deliver greater value.
This role is ideal for someone who thrives in fast-paced environments, enjoys solving complex customer challenges, and is confident influencing conversations over the phone. You’ll play a key role in shaping the retention strategy while directly contributing to revenue growth and customer satisfaction.
About us
At Splend, we’re on a mission to fundamentally change the way people own and operate a vehicle. With a strategic focus on Rideshare, we provide our customers straight forward, no strings attached access to vehicle ownership.
But we aren’t just about vehicle ownership. We are also fast-tracking the transition to green mobility, and we are leading the way globally in reducing the carbon footprint of the transportation sector by transitioning our fleet to electric vehicles.
About the role
Splend’s Retention Consultant is a newly created role within our Sales team, focused on strengthening customer relationships, reducing churn, and driving long-term loyalty. This is a high-impact position where you will proactively engage customers, reinforce Splend’s value proposition, and identify opportunities to deepen customer relationships, including upgrades and additional services that deliver greater value.
This role is ideal for someone who thrives in fast-paced environments, enjoys solving complex customer challenges, and is confident influencing conversations over the phone. You’ll play a key role in shaping the retention strategy while directly contributing to revenue growth and customer satisfaction.
Key Responsibilities
- Proactively engage with customers via phone and digital channels to drive retention and long-term loyalty, effectively communicating Splend's value proposition and reinforcing confidence in our services
- Identify churn risks early and implement tailored strategies to mitigate them
- Educate customers to ensure they fully understand product benefits, services, and available solutions
- Actively identify opportunities to upgrade customers into higher-value products, extended terms, or additional services where appropriate
- Handle objections confidently and navigate complex conversations with professionalism
- Gather and analyse customer feedback to identify trends, risks, and improvement opportunities
- Collaborate with Sales, Operations, and Customer teams to implement retention initiatives
- Use critical thinking to assess complex situations and determine the best outcome for both the customer and the business
- Maintain accurate CRM records and track performance against retention and upgrade targets
What you'll bring
- Proven experience in customer retention, account management, phone-based sales, or relationship-based roles
- Experience working in a dynamic, scaling or fast-growing company environment
- Confidence handling high-volume outbound and inbound calls in a fast-paced environment
- Strong influencing, negotiation, and objection-handling skills
- A commercial mindset with the ability to spot upgrade and growth opportunities
- Exceptional communication skills, with the ability to clearly articulate value propositions and developing long-term relationships
- Ability to remain calm and solutions-focused in challenging conversations
- Creative mindset with the ability to develop innovative solutions
- Results-driven and comfortable working towards performance targets and KPIs
Splend is a dynamic growth company with a shared vision for success. Our benefits are thoughtfully designed to attract individuals who thrive in an environment where they can contribute to and celebrate in the process of building a global brand with true impact.
What we offer
- Performance based bonus
- Salary packaging with 15% employer contributions for Electric Vehicles
- A day off on your birthday
- Employee Assistance Program
- Dedicated Learning & Development platform
At Splend, we value diversity and inclusion and consider it as key to our success. We are dedicated to fostering a workplace where everyone is respected and supported. We celebrate differences in race, gender, age, sexual orientation, religion, and ability, seeking diverse perspectives to drive us forward.
When you apply, let us know if there are any reasonable adjustments we can make to accommodate you during the interview process.