At a Glance
- Tasks: Lead customer retention strategies and drive loyalty while reducing churn.
- Company: A leading organisation focused on customer-centric culture and operational excellence.
- Benefits: Competitive salary, career growth opportunities, and a dynamic work environment.
- Other info: Collaborate with cross-functional teams to enhance customer journeys.
- Why this job: Make a real impact on customer experiences and shape retention strategies.
- Qualifications: Proven experience in customer retention and strong analytical skills.
The predicted salary is between 60000 - 80000 € per year.
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
Head of Customer Relationship Management in Birmingham employer: Gleeson Recruitment Group
As a leading organisation in the customer relationship management sector, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. Our commitment to operational excellence and data-driven decision making empowers our teams to thrive, while our strategic leadership opportunities ensure that every employee can make a meaningful impact on customer retention and satisfaction. Located in a vibrant area, we offer competitive benefits and a collaborative environment that encourages innovation and continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Relationship Management in Birmingham
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Head of Customer Relationship Management role. You never know who might have the inside scoop on an opportunity or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s customer retention strategies. Show them you’re not just another candidate; you’re someone who understands their challenges and has actionable ideas to improve retention and reduce churn.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a thank-you note that highlights a key point from your conversation. It shows your enthusiasm and keeps you fresh in their minds.
✨Tip Number 4
Apply through our website! We’ve got a streamlined process that makes it easy for you to showcase your skills and experience. Plus, it gives us a chance to see your application in the best light possible!
We think you need these skills to ace Head of Customer Relationship Management in Birmingham
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Head of Customer Relationship Management. Highlight your experience in customer retention and any data-driven strategies you've implemented. We want to see how you’ve made a real impact!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us about your passion for customer loyalty and how you’ve successfully led teams in the past. Be sure to connect your experiences with the key outcomes we’re looking for.
Showcase Your Analytical Skills:Since this role is all about data-led decision making, don’t forget to mention specific examples where your analytical skills have driven results. We love seeing how you’ve used insights to tackle churn and improve retention!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Gleeson Recruitment Group
✨Know Your Metrics
Before the interview, brush up on key retention metrics and churn rates relevant to the role. Be ready to discuss how you've used data in the past to drive customer loyalty and improve outcomes. This shows you understand the importance of data-led decision making.
✨Showcase Your Leadership Style
Prepare examples that highlight your experience in leading and developing high-performing teams. Talk about how you've built a customer-focused culture and the tools you've implemented to ensure team success. This will demonstrate your strategic leadership capabilities.
✨Cross-Functional Collaboration
Think of instances where you've worked closely with other departments like Sales or Operations to improve customer retention. Be ready to share how you streamlined processes and addressed systemic issues, as this role requires strong collaboration skills.
✨Prepare for Scenario Questions
Anticipate questions about handling high-value customer escalations or resolving complex issues. Prepare structured responses that outline your problem-solving approach and how you’ve driven root-cause resolution in the past. This will showcase your analytical skills and operational excellence.
