Customer Retention Specialist

We are looking for a Customer Retention Specialist based in Kuala Lumpur, Malaysia, with strong English and Arabic language capabilities to support the ANZ & Middle East market.

The role combines customer retention and sales expertise with data analytics capabilities, using customer, renewal, pipeline, and market data to identify retention risks, uncover growth opportunities, and drive data-informed sales strategies.

Responsibilities

• Develops a strong understanding of the organisation's services, solutions, and software, including unique value propositions and competitive advantages.
• Builds professional relationships with customers and partners, developing a deep understanding of their business, technology, and service requirements.
• Develops and executes customer retention and sales strategies for existing customers, with a focus on renewal, retention, up-sell, and cross-sell opportunities.
• Supports the extended Middle East market, engaging effectively with Arabic-speaking customers, partners, and stakeholders while navigating regional business requirements and customer expectations.
• Maintains accurate and organised records of leads, renewal opportunities, customer interactions, pipeline activities, and market insights.
• Analyses customer, renewal, pipeline, sales, and operational data to identify trends, retention risks, whitespace opportunities, and areas for sales improvement.
• Develops and maintains reports, dashboards, and performance analysis to provide actionable insights on renewal performance, customer retention, pipeline health, conversion, and sales outcomes.
• Uses data-driven insights to prioritise customer engagement, identify at-risk renewals, improve conversion, and support forecasting and business planning.
• Tracks and reports key sales and retention metrics and translates data into actionable recommendations for sales and business stakeholders.
• Conducts customer and channel meetings focused on driving renewal closure and identifying up-sell, cross-sell, and incremental service opportunities.
• Builds and executes sales plans to meet or exceed assigned quota and retention targets, including strategies to increase incremental service sales.
• Collaborates with sales, channel, operations, and other cross-functional stakeholders to improve the end-to-end customer renewal experience.
• Participates in training and development activities covering sales techniques, product knowledge, analytical capabilities, market understanding, and communication skills.
• Ensures that sales and customer engagement activities comply with applicable company policies, industry regulations, and legal requirements.

Education and Experience Required

• Four-year or graduate degree in Business Administration, Sales, Marketing, Data Analytics, Business Analytics, Information Systems, or a related discipline, or equivalent relevant work experience.
• Typically 2–4 years of experience in customer retention, inside sales, technical/consultative selling, account management, sales operations, business analytics, or a related field.
• Proficiency in English and Arabic is required, with the ability to engage effectively with customers and business stakeholders across the Australia, New Zealand & Middle East market.
• Demonstrated ability to analyse business and sales data, identify trends, and translate findings into actionable commercial recommendations.
• Better knowledge of using Microsoft Excel and reporting/data visualisation tools such as Power BI is highly desirable.
• Experience working with CRM and sales pipeline platforms and managing customer, renewal, opportunity, and forecasting data is preferred.
• Strong analytical, problem-solving, communication, presentation, and stakeholder-management skills.