SUMMARY/OBJECTIVE

We are seeking a motivated and results-driven Client Re-Engagement Manager, to focus on
win-back of former customers. This role is critical in re-engaging lost business, driving
revenue growth, and increasing customer lifetime value. The ideal candidate will possess a
strong sales acumen, a deep understanding of competitive intelligence, and exceptional
organizational skills. With a narrowed focus on prospecting, qualifying leads, and closing
deals, this role will play a pivotal part in regaining market share.

EXPERIENCE

Typically requires a minimum of 3 - 6 years of related experience.

MINIMUM QUALIFICATIONS

• Proven track record in B2B or B2C sales, preferably in a win-back or customer recovery role.
• Strong ability to prospect, qualify, and close deals independently.
• Excellent verbal and written communication skills, with the ability to build rapport quickly.
• High level of competitive intelligence and ability to differentiate our offerings from competitors.
• Strong organizational and time management skills.
• Ability to thrive in a fast-paced, results-driven environment.
• Experience with CRM tools (e.g., Sugar, HubSpot) for pipeline tracking and reporting.
• Ability to analyze data and feedback to refine approaches and improve win-back success.

• Pipeline Management: Identify, prioritize, and manage an open pipeline of former customers with the potential for re-engagement.
• Prospecting & Qualifying: Research and qualify leads to determine why they left and their potential for returning to the company.
• Customer Engagement: Reconnect with former customers through strategic outreach, personalized carefully timed communication, and tailored value propositions.
• Influence & Negotiation: Utilize strong persuasive skills to present the benefits of returning, overcome objections, and create compelling win-back offers.
• Quota Achievement: Meet or exceed monthly sales targets with a narrowed focus on recovery of former customers.
• Competitive Intelligence: Stay up to date with industry trends, competitors’ strategies, and former customers’ shifting needs to craft effective win-back strategies.
• Collaboration: Work closely with cross-functional teams (e.g., customer service, marketing, product development) to address customer concerns and provide comprehensive solutions.
• CRM Management: Maintain detailed records of interactions, follow-ups, and outcomes in the CRM system, ensuring accurate reporting and pipeline visibility.
• Customer Retention: Collaborate with the retention & marketing team to develop strategies that not only win back customers but also ensure long-term loyalty.
• Experience in industries such as SaaS, telecommunications, financial services, or other subscription-based models.