Customer Retention Executive Jobs

The Customer Retention Executive is one of the most commercially underestimated roles in a franchised dealership. While sales and new customer acquisition dominate the operational focus of most retail businesses, retaining and re-engaging an existing customer costs a fraction of replacing one and generates disproportionately high aftersales revenue, finance renewal income and repeat purchase value across the lifetime of the relationship.

Working from the dealership's DMS and CRM data, the Customer Retention Executive contacts customers proactively at key points in their ownership cycle to book service, MoT and health check appointments, present finance renewal options, deliver recall and manufacturer campaign outreach, and re-engage lapsed customers who have not returned within an expected window. The role demands communication discipline, data accuracy, a working knowledge of the dealership's service and product offer, and the ability to maintain a warm and professional tone across a high volume of daily contacts.

Venatu recruits Customer Retention Executives for permanent and contract roles across franchised car and commercial vehicle dealerships and dealer groups throughout the UK. This role sits within our car dealership and operational support recruitment divisions.

Who We Recruit For

We place candidates with:

• Franchised car and commercial vehicle dealerships and multi-site dealer groups
• Dealer group centralised customer contact centre operations
• Used car supermarkets and independent retailers with structured customer contact programmes
• Manufacturer and OEM customer relationship and loyalty teams
• Fast-fit and service chain operators running active customer rebooking programmes
• Automotive fleet and leasing businesses managing driver renewal and contract extension activity

Roles We Place

• Customer Retention Executive
• Aftersales Retention Executive
• Finance Renewal Executive
• Service Retention Executive
• MoT and Service Reminder Executive
• Customer Contact Executive (Dealership)
• CRM and Retention Executive
• Customer Loyalty Executive
• Senior Customer Retention Executive
• Retention Team Leader

Who Can Apply

Strong Customer Retention Executive candidates typically come from:

• Experienced Customer Retention Executives at franchised dealerships or dealer groups who want to move to a new employer, a higher-volume operation or a more structured CRM and retention environment
• Business Development Executives who have managed structured outbound contact within a dealership BDC and want to focus on retention and renewal rather than new lead conversion
• Service Advisors or Assistant Service Managers with strong customer relationship skills who want to move into a dedicated contact role with less workshop-floor pressure
• Dealership Receptionists or Bodyshop Receptionists who have developed customer contact confidence and want to progress into a revenue-generating retention role
• Customer service or contact centre professionals from retail, financial services or utilities who want to transition into automotive and apply their outbound contact and CRM skills in a dealership context
• Business Manager support or showroom administration staff who understand the finance renewal cycle and want to own the proactive customer contact programme that feeds it

Communication quality, data discipline and the ability to maintain a warm and professional tone at high contact volume are the differentiating qualities in this role. Venatu assesses CRM familiarity, outbound contact confidence and dealership sector understanding when matching candidates to employers.

Customer Retention Executive Salary Guide

Many roles include a performance bonus tied to contact conversion rates, appointment bookings, service revenue generated or finance renewal completions. Venatu benchmarks package expectations with each client before beginning a search. Visit the HR Hub for broader context on dealership support and contact role remuneration.

What the Role Involves

• Working with the dealership DMS and CRM to identify customers due for service, MoT, finance renewal, warranty expiry or manufacturer recall contact and prioritising outreach accordingly
• Making structured outbound contact by telephone, email and SMS to book service and maintenance appointments, present renewal options and maintain ongoing engagement with the dealership
• Managing inbound enquiries from customers regarding service scheduling, renewal options and general ownership queries promptly and professionally
• Maintaining accurate and current contact records within the DMS and CRM, recording every contact attempt and its outcome
• Working to daily, weekly and monthly contact volume, appointment booking and conversion targets set by the Aftersales Manager or Retention Team Leader
• Identifying customers with approaching finance agreement end-dates and co-ordinating an introduction to the sales team or Business Manager at the appropriate renewal point
• Managing lapsed customer re-engagement campaigns to bring back service and purchase customers who have not returned within an expected period
• Staying up to date with current service offers, aftersales promotions and manufacturer retention incentives to inform and enrich customer conversations
• Escalating customer dissatisfaction or complaints to the appropriate manager promptly and accurately

How the Process Works

For employers:

1. Submit a vacancy with the DMS or CRM platform in use, the scope of the retention programme and any contact volume or bonus structure details.
2. We confirm candidate availability and present a pre-screened shortlist within five working days.
3. Candidates are assessed for outbound contact confidence, CRM system familiarity and dealership sector understanding.
4. Interview and offer supported by Venatu throughout.

For candidates:

1. Register your CV with your current or most recent retention or customer contact role, the systems used and any automotive or dealership experience.
2. A Venatu consultant will review your background and contact you directly.
3. Roles are matched to your experience level, preferred employer type and geography.
4. Venatu manages the process and advises on package expectations ahead of offer.

Browse current vacancies or create a job alert to be notified when relevant roles become available.

FAQ

What does a Customer Retention Executive do in a dealership? A Customer Retention Executive uses the dealership's DMS and CRM to make proactive contact with existing customers at key points in their ownership and service cycle. This includes booking service, MoT and health check appointments, presenting finance renewal options, managing manufacturer recall and campaign outreach, and running re-engagement programmes for lapsed customers. The role is focused on maximising the revenue and loyalty value of the existing customer database rather than generating new enquiries.

What DMS and CRM systems do Customer Retention Executives use? Commonly used dealer management systems in UK dealerships include Kerridge Autoline, CDK Drive, Pinewood and Keyloop. CRM platforms used in automotive retail include Salesforce, HubSpot and various manufacturer-specific contact tools. Proficiency in at least one automotive DMS is expected for most dealership retention roles. Venatu confirms the systems in use with each employer before presenting candidates.

Do I need automotive experience to become a Customer Retention Executive? Dealership or automotive experience is valued but not always essential. Candidates from customer contact, customer service or CRM roles in other sectors can transition well, particularly those already familiar with structured outbound calling disciplines and data-driven contact management. A genuine interest in the automotive sector and the ability to absorb vehicle service and finance product knowledge quickly are the key requirements. Venatu identifies employers willing to support candidates new to automotive retail.

What does a Customer Retention Executive earn in a UK dealership? Experienced Customer Retention Executives typically earn between £26,000 and £34,000. Senior roles and team leader positions range from £32,000 to £46,000. Most roles include a performance bonus tied to appointment conversion or contact completion metrics. Venatu benchmarks package expectations with each client before beginning a search.

What is the progression from Customer Retention Executive? Common progression routes include Senior Retention Executive, Retention Team Leader, CRM Manager and Aftersales Manager. The data literacy and customer communication skills developed in a retention role also support progression into a Business Development Executive or broader customer experience management function. Read about career development in the automotive sector in My Tech Story: Danny Whetnall, 25 Years In The Motor Trade.

Register or Enquire

Candidates - Register your CV with your customer contact experience, DMS or CRM systems used and any automotive or dealership background. Venatu will match you to current Customer Retention Executive vacancies across franchised dealerships and dealer groups, including roles not publicly advertised. Browse live vacancies or create a job alert.

Employers - Submit a vacancy or visit the client hub to discuss your customer retention requirements. Our team will respond within one working day.