CUSTOMER RETENTION SPECIALIST

Location: London / Hybrid / Remote
Salary: £27,000 + commission + bonus & benefits
Job Type: Full-time, 37.5 hours per week (shift pattern across 7 days)

ABOUT US

We’re Attraction Tickets Ltd, the company behind AttractionTickets.com – the leading broker for the world’s biggest theme parks across the UK, Ireland, Germany, the Netherlands, Australia, and the USA.
Since 2002, we’ve been adding happiness by selling attraction tickets, unforgettable experiences, and theme park hotels and packages.
We’re proud to be employee-owned, meaning everyone here has a voice and a stake in our future. We believe in doing the right thing, treating people well, and having a little fun along the way. We’re the best in our sector – without taking ourselves too seriously.
Alongside our core brands, we also run our own charity, Play It Forward, funding education, nutrition, and health projects in Southern Zambia.

THE ROLE

This is a brand-new position focused on one mission: keeping customers excited about their bookings - and stopping cancellations before they happen.
You’ll connect with customers whose bookings are at risk, understand what’s holding them back, resolve issues quickly, and offer solutions that keep the magic alive. You’ll also track cancellation patterns, share insights with the wider business, and help shape our long-term retention strategy.

WHAT YOU’LL DO

• Proactively contact at-risk customers via phone, email, and SMS
• Handle inbound cancellation requests and work to retain the booking
• Troubleshoot missed or delayed payments
• Offer tailored retention solutions that meet customer needs
• Collaborate with sales, service, and finance teams to remove blockers
• Log all contact activity and track revenue saved
• Identify trends and feed insights back into our strategy

We know that skills and experience can be gained in many ways, so if you feel you have what it takes, we’d love to hear from you – even if you don’t tick every box.

• Background in retention, renewals, sales, or account management
• Excellent communication skills - professional, empathetic, and persuasive
• Commercial awareness to prioritise high-value bookings
• Organised and self-motivated (especially when working remotely)
• Comfortable with CRMs, spreadsheets, and reporting tools
• (Bonus) Travel industry experience or attraction ticketing knowledg