Job Description

Product Partnerships Aftercare Executive

Location:

Hybrid (min?3?days per week in office) -- Huddersfield, West Yorkshire HD22XB

Hours:

Full-time, Permanent -- 39.5 hrs/week (Mon-Thu 08:30-17:30; Fri 08:30-17:00)

Reports to:

Product Partnerships Manager

Department:

Product Partnerships

Why join Ello Group?

At Ello Group, we craft meaningful connections between brands and consumers. We power loyalty and engagement for major UK names like Compare?the?Market, Vodafone, Lloyds Bank, and NatWest. Our own brands--tastecard, Coffee Club, Gourmet Society--offer real value in moments that matter. Join a vibrant, supportive, growth?focused team that makes a difference in hospitality and consumer lives every day.

What employee benefits & Experiences do we offer?

Wellness programme

through BHSF, including cover for prescriptions, therapies, dental, optical, free 24-hour GP consultation Life Insurance

30 days holidays + Bank Holidays

+ up to 5 days with length of service 2 weeks work from wherever - tired of working from home or the office? Take two weeks to work from wherever you please. 2 weeks

WFH Pawternity

- if you need to work from home for two weeks to look after your new furry friend.

12 weeks

paid maternity and adoption leave, 2 weeks paid paternity, Shared parental leave

250 towards "experience something new"

for personal development, learning a new skill or a new experience! Menopause, miscarriage, fertility, and

bereavement leave

A paid day to

make a difference

- to volunteer or complete an activity for a charity close to your heart. Access to all of our products for discounted or free dining and experiences. Meal on us!

claim back 30

eachfor tastecard, Gourmet Society, and Coffee Club per year. Company

events and parties.

Casual dress.

About the Role

As the

Product Partnerships Aftercare Executive

, you'll be the trusted voice for our product partners post?onboarding. You'll drive retention, uphold service quality, and help shape the ongoing partner experience--vital to keeping our product estate strong, desirable, and consumer?focused.

We're specifically looking for someone who:

Has at least

2 years of verifiable

telephone-based retention, account management, or customer service experience Is

not entry-level

--relationship maintenance is a key part of this role Can provide

2 years of references

and

consent to a background check

Is available to start by

end of September 2025

Key Responsibilities:

Act as the primary point of contact for partner communication, addressing queries and requests through service focused and retention driven conversations that promote long term partnerships. Deliver consistent product partner aftercare to maintain strong relationships and engagement with independent partners. Engage in retention focused conversations to understand concerns, resolve issues, and encourage continued collaboration. Coordinate and complete outbound calling activities to partner establishments, including (but not limited to) mystery shopping and information gathering for a variety of QA purposes. Prepare and submit timely reports to share results of QA activities. Use data and insight gathered to provide feedback and create action plans aligned with team and business goals. Use Salesforce to keep accurate and up-to-date records of all partner contact and outcomes. Assist with pipeline management and lead generation for the wider team, as required. Achieve all required KPIs in line with the role. Work collaboratively with the wider team to support strategic initiatives that drive quality and product excellence. Undertake any other duties reasonably requested by your manager. Always ensure compliance with company policies in line with ISO 27001:2013, BS 10012:2017, ISO 50001:2018, ISO 22301:2019.

Essential Experience & Skills

Minimum 2?years proven experience in telephone & email customer service and retention/customer retention roles. Strong objection handling and rapport-building skills. Excellent verbal & written communication, with a calm, professional phone manner IT?literate and comfortable with Word, Excel, email, and CRM systems (Salesforce experience preferred) Ability to prioritise, multitask, and manage own workload effectively. Driven, self?motivated and positive team player.
If you're someone who thrives on building relationships over the phone, resolving partner concerns, and preserving long-term collaboration, please apply today. Submit your CV and a short cover note explaining your relevant telephone customer service and retention experience.

Please be ready to provide two years of employment references and consent to a background check. Ello Group is proud to be an equal opportunities employer. We welcome applicants with transferable customer service skills--from hospitality, retail, or contact Centre backgrounds, as long as there's at least two years of telephone-based retention or service experience.

Job Type: Full-time

Pay: 26,000.00 per year

Schedule:

Monday to Friday
Ability to commute/relocate:

Huddersfield HD2 2XB: reliably commute or plan to relocate before starting work (preferred)
Work Location: In person