Consumer Retention Specialist (mfd)

As a Consumer Retention Specialist you will be at the heart of our Direct-to-Consumer model acting as a trusted point of contact for consumers. Working in an office and phone-based environment you will follow up on leads arrange and send product samples and support consumers in trialling and transitioning to Oakmed products.

Our products transform the lives of patients living with a stoma providing a personal and respectful service. Above all we aim to bring a human connection to healthcare.

Key responsibilities

The following outlines the main duties associated with the role. It is not an exhaustive list and additional tasks may be required.

• Conduct 3-month follow-up calls with existing consumers to assess satisfaction and product fit

• Identify consumers who need additional support and proactively offer solutions to ensure continued use of Oakmed products

• Uncover and activate cross-sell and upsell opportunities in line with consumer needs

• Run satisfaction surveys and collect structured feedback to improve service quality

• Flag any product or service concerns and coordinate with internal teams to resolve them

• Support consumers with ad-hoc questions relating to prescriptions and products

• Collaborate closely with Sales Clinical and Operations teams to ensure a seamless consumer experience
  

Experience and Skills Required

• 13 years experience in a sales telesales or consumer-facing role (phone-based experience preferred)

• Confident and engaging telephone manner with excellent verbal communication skills

• Proven ability to build rapport and trust over the phone

• Results-driven mindset with experience working towards sales targets or conversion metrics

• Good organisational and time-management skills

• High attention to detail and accuracy

• Comfortable using multiple systems and IT applications

• Intermediate IT skills including Microsoft Office

• GCSE level literacy and numeracy (or equivalent)

• Positive proactive attitude with a passion for delivering excellent consumer experiences

• Ability to work collaboratively in a fast-growing mission-driven environment

Preferred

• Experience in healthcare Direct-to-Consumer (DTC) or regulated service environments

• Familiarity with customer retention strategies and churn prevention in subscription-based or long-term care models

• Previous experience conducting customer satisfaction surveys and using insights to drive service improvements

• Ability to interpret consumer feedback and act on potential dissatisfaction signals

• Experience working in a fast-growing or scaling organization

Your Benefits

• Company pension scheme to support your long-term financial wellbeing

• Private medical cover helping you access healthcare when you need it

• 25 days annual leave plus bank holidays supporting a healthy worklife balance