Senior Winback Officer

Foodhub currently has 30,000+ restaurant, takeaway, stadia, hotel and bar clients in the UK, Ireland, USA, Canada, Nigeria, Grenada and ANZ. Today, Foodhub powers the technology behind many different QSR's, stadia and venue, online order, delivery and POS businesses, giving them a multi-solution tech stack to drive their business forward and open new revenue streams.

From the moment a consumer is thinking of placing an order, to the time the order arrives at their door and a review is posted to social media, Foodhub has solutions to drive the consumer experience, whilst adding extra value via our ecosystem of partners. The Foodhub Tech Stack is extensive: from Web and Mobile Ordering to 3rd Party Order Aggregation, Dispatch and Self-Delivery, complete Hardware/Software POS systems, extensive array of POS integrations, On-Premise Kiosks, QR Code Ordering and Payment, Table-side Mobile Order/Receipt Printers, plus an extensive product and development team to support all of this.

Customer Engagement

• Initiate contact with former customers via phone, email, or in-person visits.
• Understand the reasons for customers discontinuing the service or product.
• Present tailored solutions, promotions, or offers to encourage return.

Relationship Building

• Foster a positive and long-term relationship with customers.
• Resolve customer concerns or issues to ensure satisfaction.
• Offer personalised service to show customers they are valued.

Sales and Targets

• Achieve monthly and quarterly sales/re-engagement targets.
• Promote new products, services, or updates that may interest the customer.
• Upsell or cross-sell services/products where appropriate.

Market Research and Feedback

• Gather insights from former customers to understand trends or common reasons for churn.
• Provide feedback to management regarding customer needs and industry trends.

Reporting and Documentation

• Maintain accurate records of customer interactions and re-engagement outcomes.
• Report on the progress of winback campaigns and outcomes.

Collaboration

• Work with marketing, sales, and customer service teams to ensure a consistent approach.
• Share best practices and success stories with the team to improve winback strategies.

Requirements

• Proven experience in sales, customer service, or account management.
• Strong communication and negotiation skills.
• Ability to handle objections and manage difficult conversations.
• Familiarity with CRM software and reporting tools.
• A customer-centric mindset with the ability to think creatively to solve problems.
• Ability to work independently and as part of a team.

Benefits

• 33 days holidays (inclusive of Bank Holidays)
• 5 flexible Bank Holidays - Work them if you choose and use the leave days elsewhere in the year.
• Holiday exchange - Buy up to 5 days holiday per year
• Car Allowance & Fuel Reimbursement
• Employee Assistance Programme
• Wellness Scheme
• Discounted Cancer Screening
• Discount Hub
• Cycle to Work Scheme
• Gym Membership - Contribution of up to £30 per month
• Will Writing Service
• Mobile or Tech Salary Sacrifice Scheme
• Heavily discounted Bupa Select Complete (Medical History Disregarding) Policy option for you and your immediate family.
• Death in Service - Salary x4 Life Cover