Senior Recovery & Retention Consultant

About the role

AutoScout24 is seeking a Senior Recovery & Retention Consultant to join our Customer Support department in Padua, where you will play a critical role in safeguarding our client portfolio against churn. In this capacity, you will own the complex and high-value conversations that determine whether a business relationship continues or ends. Your daily work will revolve around analyzing customer behavior, intervening at crucial moments, and applying consultative negotiation techniques to restore confidence. You will be responsible for transforming potential losses into retained partnerships by designing tailored solutions during difficult commercial discussions. Furthermore, you will act as the strategic voice of the customer within our organization, ensuring that their concerns are heard and addressed systematically. Success in this position will be defined by your ability to balance empathy with commercial rigor to protect revenue and strengthen loyalty over time.

Key facts

What you'll do

• Handle inbound and outbound communications with dealers and customers using advanced consultative sales and negotiation tactics to de-escalate tension.
• Lead complex commercial discussions with at-risk clients to prevent cancellations and identify opportunities to improve long-term retention.
• Oversee daily team operations by monitoring performance metrics, analyzing trends, and identifying actionable areas for process refinement.
• Act as a primary resource for colleagues by sharing proven best practices and providing guidance on how to manage difficult cases effectively.
• Partner with internal departments such as sales and product to relay client feedback and collaborate on data-driven service improvements.
• Maintain a strict focus on service quality and goal attainment while actively fostering a collaborative and supportive team environment.
• Utilize Excel to build and manage detailed reports, ensuring that all recovery and retention activities are tracked with precision.
• Drive KPI tracking initiatives that measure recovery success, customer satisfaction, and long-term loyalty to inform strategic decisions.
• Conduct deep-dive analysis on commercial negotiation outcomes to refine approaches and increase win rates on critical accounts.
• Coordinate closely with team members to align on coverage plans, share insights, and ensure consistent execution of recovery strategies.

Requirements

• Bring a minimum of 3 years of professional experience in sales, customer support, customer success, recovery, or retention roles to demonstrate your capability in this field.
• Present a diploma or university degree that confirms your educational background, with a preference for studies in an economics-related field.
• Show proficiency in Excel, including hands-on experience with creating reports and tracking key performance indicators.
• Prove strong English language skills at a B2 level or higher to communicate effectively with both internal and external stakeholders.
• Demonstrate exceptional negotiation, organizational, and decision-making abilities when managing high-pressure conversations.
• Maintain an analytical mindset that focuses on interpreting data, drawing conclusions, and driving results-oriented improvements.
• Commit to working within the structured environment of a full-time position with defined responsibilities and clear performance expectations.
• Adhere to the operational standards of the Customer Support team by following established procedures and contributing to a positive workplace culture.

Nice to have

• Preferred experience in managing dealer or partner accounts within a commercial or retail environment.
• Familiarity with CRM tools or systems used for logging customer interactions and tracking recovery activities.
• Background in industries where high-value negotiations and long-term client retention are common.
• Exposure to coaching or mentoring colleagues in communication techniques and sales strategies.

Practical notes

• The annual gross salary for this role ranges from 24,000 to 28,000 Euro, with the exact figure depending on your experience and seniority.
• The final contract terms and the complete compensation package will be determined during the interview process based on mutual agreement.
• Please be aware that the selection process may take longer than usual because of the summer break, so planning accordingly is recommended.
• This is a full-time engagement located in Padua, requiring consistent availability during standard working hours.
• Travel is not expected as part of this role, and remote or hybrid arrangements are not indicated in the current source information.
• Candidates must be legally authorized to work in Italy, and no visa sponsorship will be offered for this position.
• The application timeline is subject to delays, so prompt submission of required documents is encouraged to remain competitive.