About the Role
A leading organisation is seeking an experienced and strategic Head of Customer Retention to drive customer loyalty, reduce churn, and improve long-term customer outcomes.
This role will take full ownership of retention performance, leading the development and execution of retention strategies, while ensuring operational excellence across customer-facing teams. The successful candidate will play a key role in influencing senior stakeholders and shaping a customer-centric culture through data-led decision making.
Strategic Leadership
- Own overall retention performance and key churn metrics
- Develop and continuously improve retention strategies and frameworks
- Use customer insight and data to proactively identify and mitigate churn risk
Leadership & Team Development
- Lead, coach, and develop high-performing retention teams
- Build a strong, customer-focused culture with clear accountability
- Ensure teams are equipped with the tools and processes needed for success
Operational Excellence
- Remove barriers that impact effective customer issue resolution
- Improve operational efficiency across the customer journey
- Oversee high-value and sensitive customer escalations
Cross-Functional Collaboration
- Work closely with Sales, Operations, Finance, Service, and Customer Experience teams
- Streamline processes and improve handoffs between functions
- Address systemic issues that negatively impact customer retention
Insight & Continuous Improvement
- Analyse customer, operational, and financial data to identify churn drivers
- Provide actionable insights and influence senior decision-makers
- Deliver clear reporting on performance, risks, and opportunities
- Drive root-cause resolution to prevent repeat issues
Key Outcomes
- Reduction in customer churn
- Improved retention and save rates
- Faster resolution times and improved throughput
- Identification and elimination of systemic issues
- Successful recovery of high-value or at-risk customers
Experience
- Proven experience leading Customer Retention, Customer Success, or Lifecycle teams
- Strong track record of improving retention through data and insight
- Experience operating in a target-driven, fast-paced environment
- Familiarity with CRM systems and customer analytics
Skills & Attributes
- Strong analytical and problem-solving capability
- Ability to translate data into strategic and operational actions
- Excellent stakeholder management and influencing skills
- Commercially aware with a customer-first mindset
- Confident leading teams in complex environments
- Proactive, adaptable, and driven to deliver continuous improvement