Head of Customer Retention in Blackburn

At Chubb Fire & Security, we have an opportunity for a Head of Customer Retention UK to join our Customer Excellence Team based in Blackburn (BB1 2PR). Chubb Fire & Security has been protecting people and assets worldwide for more than 200 years, providing essential and innovative security systems, equipment, and services, from digital CCTV surveillance and intruder alarms to fire detection and suppression systems. Our customers range from local independent businesses to many of the FTSE 100 companies, and our Chubb family is extensive too, with a dynamic team of over 13,000 employees globally.

Our commitment to our people is to continually develop and innovate so that we grow together as your career unfolds. As part of the global APi Group, we join a family of organisations where leadership and leadership development is our most powerful strategic advantage and the best way to invest in our people.

SALARY: Competitive salary + OTE

• 25 days holiday, plus bank holidays
• Company car or car allowance
• Private medical
• Training and Development
• Cycle to Work Scheme
• Employee Referral Scheme (£1000)
• Company Pension Scheme
• Life Assurance (4 x Basic Salary)
• Employee Scholarship Scheme
• A Central Benefits Platform offering a wide variety of discounts
• Health & Wellbeing Resources
• Bravo Awards: Recognising outstanding contributions from all employees and encouraging excellence

What You’ll Be Doing:

• Owning UK retention performance across save rates, churn reduction, and in‐life revenue growth.
• Defining, tracking, and improving a balanced KPI framework covering churn, save rate, Net Revenue Retention, margin outcomes, customer satisfaction, and operational responsiveness.
• Running a disciplined performance operating rhythm, including daily/weekly huddles, save‐case clinics, call quality reviews, and MSRs/QBRs.
• Diagnosing root causes of churn and underperformance—pricing, service delivery, competitor activity, customer experience—and implementing corrective actions with clear ownership.
• Deploying segmented retention strategies across SME and Territory/Mid‐Market customers, aligned to commercial goals and risk profiles.
• Building targeted retention plays for high‐risk, high‐value, early‐life, and multi‐site customers, and translating strategy into goals, forecasts, capacity plans, and activity standards.
• Protecting and growing recurring revenue through disciplined renewal and save execution, value‐based conversations, pricing management, and contract optimisation.
• Improving profitability by reducing avoidable discounts, margin leakage, and inefficient save activity, while maintaining strong CRM data quality and competitor insight.
• Leading effectively in a matrix environment, influencing cross‐functional teams to address systemic drivers of churn and improve customer experience.
• Coordinating escalations for at‐risk customers, ensuring timely resolution and clear communication.
• Recruiting, coaching, and developing Retention Agents, embedding call standards, QA frameworks, and structured coaching linked to KPI outcomes.
• Fostering a high‐performance, customer‐first culture with strong engagement and accountability.
• Reviewing, standardising, and optimising end‐to‐end retention processes to reduce friction and improve customer experience.
• Eliminating hand‐offs, rework, and failure demand through clear ownership, standard workflows, SLAs, and effective escalation paths.
• Embedding continuous improvement using customer feedback, performance insight, and root‐cause analysis to drive sustained operational and customer experience gains.

What We’d Like You to Bring:

• Proven leadership delivering measurable improvements in customer retention and recurring revenue.
• Strong performance management capability, including KPI ownership, forecasting, and operating cadence.
• Demonstrable coaching and team development experience in a customer‐facing environment.
• Commercial acumen and confidence in pricing, value conversations, and profitability management.
• Ability to lead and influence effectively in a matrix environment.
• Clear, engaging communication skills with the ability to simplify complexity and create alignment.
• Confidence using CRM systems, dashboards, and analytics to drive decisions and performance.
• A customer‐first mindset with a continuous improvement ethos.

Chubb Fire and Security is an equal opportunities employer. Our commitment to Diversity, Equity, and Inclusion (DEI) ensures all employees and applicants feel valued, respected, and supported. At Chubb, individuality is celebrated, and our strength lies in the diversity of our team. By fostering an equitable environment, we empower individuals to contribute their unique perspectives, driving innovation and excellence at every level.