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For Companies At a Glance
- Tasks: Lead member services and retention strategy, ensuring satisfaction and engagement.
- Company: Join a purpose-led organisation making a real impact in communities worldwide.
- Benefits: Enjoy hybrid working, competitive salary, and the chance to influence positive change.
- Why this job: Shape meaningful membership experiences while leading a dynamic, multidisciplinary team.
- Qualifications: Experience in retention operations, CRM systems, and data analysis is essential.
- Other info: This role offers significant influence on financial performance and member experience.
The predicted salary is between 42500 - 67500 £ per year.
A purpose-led organisation with a national and international reach, committed to building inclusive experiences that support learning, connection, and innovation. With a large and growing membership base, the organisation plays a vital role in shaping public discourse and community impact. They are now seeking a Head of Retention and Services to lead the strategy and operations that ensure consistent value, improved retention, and long-term income sustainability.
This senior leadership role is responsible for leading member services and retention strategy, delivering operational excellence and data-informed insight. You'll lead a multidisciplinary team focused on improving satisfaction, resolving issues, and strengthening long-term engagement. The role balances strategic planning with hands-on execution and offers significant influence on the organisation's financial performance and member experience.
Required Skills & Experience:
- Proven track record in leading retention and service operations in complex organisations
- Experience managing multi-million-pound income streams and operational budgets
- Strong background in CRM systems (ideally Salesforce) and lifecycle engagement
- Demonstrated ability to lead teams and manage sensitive member issues
- Skilled in data analysis, reporting, and turning insight into strategic action
Desirable:
- Experience in non-profit, membership, or purpose-driven organisations
- Familiarity with user experience design or behavioural science approaches
- Financial training or relevant qualification
- Understanding of online community management and moderation
- Experience delivering service automation and platform-based innovation
This is a rare opportunity to shape how people experience meaningful membership—through smart systems, thoughtful service, and strategic insight.
Head of Retention and services employer: C4S Search Ltd
Contact Detail:
C4S Search Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Retention and services
✨Tip Number 1
Familiarise yourself with the latest trends in retention strategies and member engagement. This will not only help you understand the role better but also allow you to discuss innovative ideas during interviews.
✨Tip Number 2
Network with professionals in the non-profit and membership sectors. Attend relevant events or webinars to connect with others who can provide insights or even refer you to opportunities within their organisations.
✨Tip Number 3
Brush up on your CRM skills, particularly with Salesforce. Consider taking a short course or certification to demonstrate your proficiency, as this is a key requirement for the role.
✨Tip Number 4
Prepare to discuss specific examples of how you've improved retention and member satisfaction in previous roles. Use data to back up your achievements, as this will show your ability to turn insights into actionable strategies.
We think you need these skills to ace Head of Retention and services
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in retention and service operations. Use specific examples that demonstrate your ability to manage multi-million-pound income streams and operational budgets.
Craft a Compelling Cover Letter: In your cover letter, express your passion for building inclusive experiences and how your skills align with the organisation's mission. Mention your familiarity with CRM systems and data analysis, as these are key for the role.
Showcase Leadership Experience: Emphasise your proven track record in leading teams and managing sensitive member issues. Provide examples of how you've improved member satisfaction and engagement in previous roles.
Highlight Relevant Skills: Make sure to mention any experience you have with user experience design, service automation, or online community management. These skills are desirable and can set you apart from other candidates.
How to prepare for a job interview at C4S Search Ltd
✨Understand the Organisation's Mission
Before the interview, take some time to research the organisation's purpose and values. Understanding their commitment to building inclusive experiences will help you align your answers with their mission and demonstrate your genuine interest in the role.
✨Showcase Your Leadership Experience
Be prepared to discuss specific examples of how you've successfully led retention and service operations in previous roles. Highlight your experience managing teams and resolving member issues, as this will be crucial for the Head of Retention and Services position.
✨Demonstrate Data-Driven Decision Making
Since the role involves data analysis and turning insights into strategic action, come equipped with examples of how you've used data to inform your decisions. Discuss any relevant CRM systems you've worked with, particularly Salesforce, to show your technical proficiency.
✨Prepare Questions About Member Engagement
Think of insightful questions to ask about their current member engagement strategies and challenges. This not only shows your interest in the role but also allows you to demonstrate your strategic thinking and understanding of the importance of long-term member satisfaction.
