Retention Specialist

Description

Job Summary: This role is critical to Thomson Reuters’ client retention strategy, identifying risks and developing actions to drive renewal, engagement, and loyalty. Key Highlights: 1. Customer retention and loyalty 2. Relationship management focused on continuity and strengthening 3. Needs analysis and value negotiation for renewal **RETENTION SPECIALIST** The individual joining this role will play a critical role in Thomson Reuters’ client retention strategy. They will be responsible for proactively identifying retention risks, understanding client needs and business challenges, and developing targeted actions that drive customer renewal, engagement, and long\-term loyalty. This position will be instrumental in strengthening client relationships and maximizing customer lifetime value through a consultative and data\-driven approach **About the Role** In this opportunity , you will: * **Retain and foster loyalty among** customers by identifying cancellation risks and executing actions that promote their continued engagement and renewal. * **Manage** with focus on continuity and strengthening of the customer relationship. * **Implement** strategies to minimize customer attrition. * **Analyze** customer needs and challenges, offering solutions aligned with their objectives. * **Negotiate** value-based alternatives and proposals that support service renewal and continuity. * **Coordinate** with internal teams to resolve inquiries and issues, ensuring a positive customer experience. **About You** You’re a fit for the role if you have the following required qualifications: * **Experience in** customer service. * **Demonstrated ability to negotiate and influence** conversations oriented toward customer retention. * **Strong verbal and written communication skills.** * **Results- and goal-oriented mindset.** * **Ability to build long-term, trust-based relationships** with internal and external customers. * Analytical thinking and problem-solving skills focused on customer retention. \#LI\-AC1 **What We Offer** * **Hybrid Work Model:** We have adopted a flexible hybrid work environment (3 days per week onsite) for office-based roles, ensuring an integrated and consistent experience across both digital and physical settings. * **Flexibility and Work-Life Balance:** "Flex My Way" comprises a set of workplace support policies designed to facilitate the management of personal and professional responsibilities—whether caring for family, participating in community activities, or dedicating time to rest and personal renewal. These policies are grounded in our flexible work approach, which allows employees to work from anywhere for up to 8 weeks per year, thereby promoting an ideal balance between professional and personal commitments. * **Professional Development and Growth:** We foster a culture of continuous learning and skill development, preparing our talent to meet future challenges and deliver real-world solutions. Our "Grow My Way" program and skills-focused approach ensure you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. * **Competitive Industry Benefits:** We offer comprehensive benefit plans including medical expense insurance, two company-wide mental health days, employee incentive programs, and resources supporting mental, physical, and financial wellbeing. * **Culture:** Globally recognized and award-winning for inclusion and belonging, flexibility, work-life balance, and more. We live our values: Obsession with Our Customers, Compete to Win, Challenge Our Thinking, Act Fast / Learn Fast, and Stronger Together. * **Social Impact:** Make an impact in your community through our Social Impact Institute. We provide employees with two paid volunteer days annually and opportunities to engage in pro bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. * **Making a Real Impact in the World:** We are one of the few global companies that support our clients in pursuing justice, truth, and transparency. Working alongside the professionals and institutions we serve, we help uphold the rule of law, foster commerce, identify offenders, report facts, and deliver reliable, impartial information to people worldwide. **Who We Are** Thomson Reuters is shaping the future by bringing together trusted content and the technology people and organizations need to make the right decisions. We serve professionals in legal, tax, accounting, compliance, government, and media sectors. Our products combine highly specialized software and information to empower professionals with the data, intelligence, and solutions they need to make informed decisions and help institutions pursue justice, truth, and transparency. Reuters, part of Thomson Reuters, is a leading global provider of trusted journalism and news. We employ 26,000 professionals across more than 70 countries, where everyone has the opportunity to contribute and grow professionally within flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we remain committed to upholding them. Does this sound exciting? Join our team and help shape the industries driving societal progress. As a global company, we rely on the unique backgrounds, perspectives, and experiences of all our employees to achieve our business goals. To ensure we can do so, we seek talented and qualified individuals across all our operations worldwide, regardless of race, color, sex/gender—including pregnancy—gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizenship status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an equal opportunity employer, providing a drug-free workplace. We also provide reasonable accommodations for qualified individuals with disabilities and for those with sincerely held religious beliefs, in accordance with applicable law. More information about how to request an accommodation is available here. Learn how to protect yourself from fraudulent job postings here. For more information about Thomson Reuters, visit our website at thomsonreuters.com