Full job descriptionAbout 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
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