At a Glance
- Tasks: Lead a high-performing team to enhance student retention and satisfaction.
- Company: Join HEP, a transformative force in higher education.
- Benefits: Enjoy 25 days leave, health perks, and employee discounts.
- Other info: Be part of an inclusive culture that values diverse perspectives.
- Why this job: Shape student success while driving business growth in a dynamic environment.
- Qualifications: Proven leadership in retention or customer success with strong analytical skills.
The predicted salary is between 65000 - 70000 £ per year.
Salary: £65,000 – £70,000 DOE
Location: Hybrid - 3 days in office in either Brighton or St Albans
We’re looking for a strategic and commercially minded Head of Retention to lead and develop a high-performing function focused on improving student progression, satisfaction, and retention outcomes. This role is central to driving revenue growth by reducing attrition, improving engagement, and maximising student lifetime value. You will own the end-to-end retention journey, using data, insight, and technology to identify risks, solve problems, and deliver targeted interventions at scale.
You’ll combine strong leadership, analytical thinking, and problem-solving capability to build a high-performance culture, optimise the retention funnel, and embed smarter ways of working through automation and AI. Working cross-functionally with Technology, Product, Marketing, Academic Partners, and Partner Support, you will ensure retention is a core commercial priority across the business.
Why Join HEP? At HEP, we’re transforming access to higher education by helping our university partners deliver high-quality, accessible, and workforce-focused online programmes. Our people are at the heart of that mission. Our values shape how we work every day:
- We Are Driven – focused on outcomes, impact, and continuous improvement.
- We Are Inclusive – valuing diverse perspectives and creating a culture of belonging.
- We Are Collaborative – working openly and together to achieve shared success.
Joining HEP means becoming part of a fast-growing, innovative business where your leadership and ideas will directly shape student success and business growth.
What We’re Looking For:
- A proven leader with experience building and managing high-performing retention or customer success teams
- Highly analytical and data-driven, with the ability to turn insight into action
- A confident problem solver who can identify risks, improve processes, and deliver measurable outcomes
- Strong commercial acumen with a focus on revenue, efficiency, and student experience
- Experience using CRM systems, automation, and AI to drive performance and scale
Benefits:
- Company pension
- 25 days leave plus UK Bank Holidays
- Health & wellbeing programme
- Sick pay
- Free flu jabs
- Employee & store discounts
- Referral programme
- On-site parking
- Close to transport network
HEP is a Disability Confident and equal opportunity employer. We welcome applications from all qualified candidates regardless of race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, veteran status, or disability.
Head of Retention employer: Higher Ed Partners
At HEP, we pride ourselves on being an exceptional employer, offering a dynamic and inclusive work environment that fosters collaboration and innovation. With a strong focus on employee growth, we provide ample opportunities for professional development while ensuring a healthy work-life balance through our hybrid working model in vibrant locations like Brighton and St Albans. Join us to be part of a mission-driven team dedicated to transforming higher education and making a meaningful impact on student success.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Retention
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Higher Ed Partners. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Higher Ed Partners before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Retention
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Higher Ed Partners:Your cover letter is your chance to shine! Tell us why you want to work at Higher Ed Partners specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Higher Ed Partners!
How to prepare for a job interview at Higher Ed Partners
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
