Client retention and recovery manager

ALRWYT ALWASH SOCIAL MEDIA APPLICATIONS DEVELOPMENT & MANAGEMENT EST

Lahore , Pakistan

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The USA Recovery Manager will oversee client account retention and the recovery of past-due receivables within the US digital marketing portfolio. This role involves reactivating canceled retainers by engaging directly with business owners, C-level executives, and key decision-makers during US business hours. The manager will address billing disputes, resolve service dissatisfaction, and negotiate payment plans or account reactivations to maintain and grow client relationships.

Key Responsibilities

- Conduct outbound calls and negotiate with past, paused, or churned US clients to re-engage them in SEO, Google My Business (GMB), and other digital marketing services.
- Identify the root causes behind account cancellations, such as unmet ROI expectations, billing concerns, or communication gaps, and develop tailored proposals to regain client trust.
- Customize service packages or restructure deliverables to maximize client lifetime value.
- Manage overdue accounts receivable, including handling declined credit cards, defaulted payment plans, and unpaid invoices.
- Negotiate structured payment plans, partial settlements, or lump-sum collections while maintaining professional and brand-safe client interactions.
- Collaborate with financial platforms like Stripe, PayPal, and merchant gateways to monitor recurring billing failures and implement recovery procedures.
- Handle escalated client complaints and chargeback risks, converting high-risk accounts into stable, active retainers.
- Work closely with account managers and technical teams (SEO/GMB specialists) to audit accounts and provide proof of performance during recovery discussions.

Required Qualifications

- Minimum of 3 years’ experience in client retention, high-ticket debt recovery, account management, or B2B sales targeting the US business market.
- Excellent verbal English communication skills, including active listening, emotional intelligence, and the ability to build rapport naturally.
- Strong understanding of B2B digital marketing services such as SEO, GMB, landing pages, and paid ads to effectively address ROI-related objections.
- Proven negotiation skills with the ability to manage firm objections, handle emotionally charged conversations, and close payment settlements confidently.
- Availability to work fixed night shifts aligned with US Eastern or Central Standard Time business hours.

Preferred Qualifications and Benefits

- Competitive base salary commensurate with experience.
- Incentive-based compensation through commissions or bonuses on successfully collected funds and reactivated monthly retainers.
- Corporate health and wellness benefits, including medical coverage.
- Long-term financial security through company gratuity or end-of-service fund accumulation.
- This position requires in-person attendance at the designated work location.

Compensation ranges from Rs100,000 to Rs150,000 per month, reflecting experience and performance incentives. This role is ideal for professionals skilled in negotiation, client relationship management, and digital marketing services recovery within the US market.