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- Tasks: Lead customer retention strategies and drive loyalty while reducing churn.
- Company: A leading organisation focused on customer-centric culture and operational excellence.
- Benefits: Inclusive workplace, career development opportunities, and a focus on continuous improvement.
- Other info: Join a dynamic team that values diversity and innovation.
- Why this job: Make a real impact on customer loyalty and shape strategic decisions.
- Qualifications: Proven experience in customer retention and strong analytical skills.
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
At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer. By applying you will be registered as a candidate with Gleeson Recruitment Limited. Our Privacy Policy is available on our website and explains how we will use your data.
Head Of Retention in Wolverhampton employer: Gleeson Recruitment Group
Contact Detail:
Gleeson Recruitment Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head Of Retention in Wolverhampton
✨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 Retention 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 retention strategies. Show them you’re not just another candidate; demonstrate your understanding of their challenges and how you can help improve customer loyalty and reduce churn.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, send a quick thank-you note to express your appreciation and reiterate your enthusiasm for the role. It keeps you fresh in their minds and shows your professionalism.
✨Tip Number 4
Check out our website for the latest job openings! We often have roles that might not be advertised elsewhere, so keep an eye out and apply directly through us to increase your chances of landing that dream job.
We think you need these skills to ace Head Of Retention in Wolverhampton
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Retention role. Highlight your experience in customer retention and data-driven decision making, as these are key aspects of the job. We want to see how your skills align with our needs!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve improved retention rates or reduced churn in previous roles. Use numbers and data where possible to demonstrate your impact. We love a good success story!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can lead and inspire teams, so don’t be afraid to show us your passion for customer success and retention. Be yourself, and let us see why you’d be a great fit!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details about the role and our company culture there!
How to prepare for a job interview at Gleeson Recruitment Group
✨Know Your Metrics
Before the interview, make sure you’re familiar with key retention metrics and churn rates relevant to the company. Be ready to discuss how you've used data in the past to drive retention strategies and improve customer outcomes.
✨Showcase Leadership Experience
Prepare examples of how you've led and developed high-performing teams. Highlight specific instances where your leadership directly contributed to improved retention rates or customer satisfaction.
✨Understand Cross-Functional Collaboration
Be ready to discuss how you’ve worked with different departments like Sales, Operations, and Customer Experience. Share examples of how you’ve streamlined processes and improved handoffs to enhance customer retention.
✨Emphasise Continuous Improvement
Demonstrate your proactive approach to identifying and resolving systemic issues. Talk about how you’ve used customer insights to influence decision-making and drive continuous improvement in retention strategies.