Customer Engagement Executive

Customer Engagement Executive | Retain & Grow Our Customer Base

£25k Base + Commission | Customer Success & Account Management

Love building relationships and helping customers succeed? Turn service into sales.

About Focus Group

We're powering the digital workplace for 30,000+ UK businesses with a £1bn valuation and 1,300+ employees across 20 offices. We're one of the UK's fastest-growing tech companies, and our customers are at the heart of everything we do.

Our Customer Engagement team plays a critical role in keeping customers happy, maximizing their investment in our services, and ensuring they stay with us for the long term.

The Role: Customer Success Meets Sales

As a Customer Engagement Executive, you'll be the day-to-day contact for our existing customers. This isn't cold calling – you'll work with warm, established accounts, ensuring they get maximum value from our services while identifying opportunities to grow their account.

Your Day-To-Day:

• Conducting introduction calls and regular check-ins with your portfolio of customers
• Understanding each customer's business needs and challenges
• Recommending relevant products and upgrades from our full technology stack
• Cross-selling and upselling services that genuinely add value
• Maintaining strong relationships to improve retention and satisfaction
• Identifying referral opportunities to help customers grow their own network
• Managing your pipeline and customer interactions in our CRM

This is a phone-based role focused on relationship building, problem-solving, and consultative selling to existing customers.

Who We'Re Looking For

• ✅ Relationship builder – You genuinely care about customer success and build trust naturally
• ✅ Consultative approach – You listen first, then recommend solutions that actually help
• ✅ Sales mindset – You spot opportunities and aren't afraid to ask for the business
• ✅ Highly organised – Managing multiple accounts and follow-ups doesn't phase you
• ✅ Problem solver – You turn customer concerns into opportunities to add more value
• ✅ Target-driven – You're motivated by KPIs and personal achievement
• ✅ Professional communicator – Excellent phone manner and written communication

What You'Ll Earn

Base salary: £25k

• Commission: Earn on every upsell, cross-sell, and referral conversion
• Realistic OTE: £35k in first year

Top performers: £40k

Plus: Company pension, wellbeing support, perks platform with discounts, and regular team socials

What We Offer

• Comprehensive product training on our full technology stack
• Supportive team environment with experienced mentors
• Regular team socials and company events
• Clear progression pathways
• Inclusive culture where everyone belongs

Essential Skills

• Ability to build rapport and curios to ask questions over the phone
• Comfortable with technology and learning new products
• Motivated and Ambitious
• Persistent and Resilient
• Ability to manage multiple priorities and meet deadlines

Our Values

• Respect - Treat colleagues and customers with respect
• Integrity - Uphold the highest standards of honesty and fairness
• Teamwork - Engage and collaborate with colleagues and partners
• Ambition - Determination to be the best that we can be

Don't let the requirements hold you back! We value passion, potential, and a willingness to learn just as much as experience. We're a fast-paced and growing environment, and if you're excited about business development and helping companies succeed with technology, we encourage you to apply – even if you don't tick every box.

Focus Group are committed to ensuring protection for all personal information that we hold, and to provide and protect all data. All staff share in this responsibility and must take appropriate steps in protecting all data. All incidents or risks that may impact this protection must be reported to their manager or to the Data Protection Officer.