Consumer Retention Specialist; m​/w​/d

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.

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

• Respond to inbound consumer enquiries via phone, email, and digital channels
• Resolve non-clinical questions regarding product usage, sample orders, deliveries, and prescriptions
• Support consumers during the product sampling and onboarding process
• Identify and activate cross-sell and upsell opportunities based on consumer needs
• Transfer clinical or medical enquiries to our dedicated Virtual Stoma Nurse
• Manage complaints with empathy and professionalism
• Collaborate with internal teams to ensure a smooth and positive consumer journey
• Maintain accurate documentation of all consumer interactions in the CRM system

• 1–3+ 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

• Experience in Direct-to-Consumer (DTC), healthcare, medical devices, or pharmaceutical environments
• Previous experience supporting patients or consumers in a regulated or sensitive setting
• Understanding of needs-led cross-selling and upselling techniques
• Experience working in a fast-growing or scaling organization
• Prior experience handling customer satisfaction feedback or surveys

• 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 work–life balance