A fantastic opportunity has arisen for an experienced Customer Service and Retention Advisor to join a busy and fast-paced beauty and skincare business. As the Senior Customer Service and Retention Advisor, you will play a key role in delivering exceptional customer experiences while driving retention and continuous improvement through collaboration and innovation. You will provide operational support, uphold process quality, and ensure the team maintains strong product and service knowledge to maximise positive customer outcomes. Job Description: As the Lead Customer Service and Retention Advisor, you will remain operationally active by handling customer calls, emails, and chats to maintain first-hand insight into customer experience Contribute to team performance metrics, achieving individual KPIs and retention targets Act as the first point of contact for day-to-day operational queries, escalating to the Customer Service Lead (CSL) when required As the Lead Customer Service and Retention Advisor you will play a key role in ensuring the retention toolkit is effective and drives the right customer behaviours Work closely with the CSL to ensure individual and team retention targets are consistently achieved, providing additional coaching and support to the team where required As the Lead Customer Service and Retentions Advisor you will own discount code management, including setup and expiry Collect and analyse customer, product, and competitor feedback as requested by CSL