Customer Retention Specialist

Job Description

Join us, be part of more.

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

About your team:

We’re the pride of Ireland. Bord Gáis Energy have been powering the nation’s homes and businesses for almost 40 years. But now, we’re so much more than just gas and electric. Through our unique combination of household heroes and energy assets, we’re at the heart of the energy transition in Ireland, strengthening the country’s energy security and helping customers get ready for a net zero future.

Are you passionate about driving customer loyalty and creating meaningful customer experiences? We’re looking for a Customer Retention Specialist to develop and deliver strategies that reduce churn, increase customer lifetime value, and fuel long‑term revenue growth.

In this role, you’ll take ownership of key retention KPIs, analyse customer behaviour to identify risks and opportunities, and build data‑driven initiatives that keep our customers engaged and delighted. Working cross‑functionally with CVM, Marketing, Sales, Product, Finance and Operations, you’ll ensure seamless planning, execution and optimisation of all retention activity.

Location: With our Flexible First working arrangements we empower our colleagues to work hybrid, in a way that best suits them and the team. You must be flexible to work from our Dublin office.

Key Accountabilities:

• Own customer retention and cross‑sell KPIs.
• Plan and deliver below‑the‑line marketing campaigns (Email, SMS, Outbound, Push, Social).
• Develop customer contact strategies and 90‑day CVM plans.
• Coordinate campaign delivery and support automated/optimised lifecycle journeys.
• Work with Marketing, Digital, Analytics, Operations and CVM teams to bring campaigns to life.
• Analyse campaign performance, recommend improvements, and ensure strong ROI.
• Support product launches, price changes and regulatory communications.

Here’s who we’re looking for:

• Experience planning below‑the‑line marketing campaigns (utilities, telecoms, TV, banking, content industry experience is preferred).
• Strong track record delivering KPIs across customer retention and acquisition.
• Confident stakeholder manager with a collaborative mindset.
• Working knowledge of campaign management tools such as Salesforce Marketing Cloud, SAP Marketing Cloud, Adobe Marketing Cloud, Unica, etc.
• Experience executing digital and social campaigns using modern marketing platforms.
• Project management experience and ability to manage multiple priorities.
• Strong commercial awareness and data‑driven thinking.
• Excellent communication and interpersonal skills.

Why should you apply?

We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.

https://www.morethanacareer.energy/bordgais

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.