Overview
As Head of Retention, you will lead our Telematics Retention function to reduce churn, maximise revenue recovery, and drive operational excellence across a 23-strong, multi-disciplinary team. You’ll uncover root causes of customer loss, shape insight-led strategies, and partner with key business units to continuously improve the customer journey. Your leadership will align retention initiatives with commercial outcomes and strategic priorities. This role offers high visibility as you shape the future direction of the function and customer experience.
Pay / Benefits
- Pension plan
- Life assurance
- Employee fuel card scheme
- Electric Vehicle salary sacrifice scheme
- Employee assistance programme
- 24 hour wellness and healthcare assistance via by Unum
Responsibilities
- Lead and develop a 23-strong team through seven direct reports to foster a high-performance culture
- Design and execute retention and churn-reduction strategies to protect revenue
- Oversee complaints, disputes and resolution processes ensuring timely, compliant handling and high first-time resolution
- Develop robust reporting and MI to reveal trends, opportunities and risks, improving data quality and reason-code categorisation
- Partner with senior stakeholders and cross-functional teams to address root causes and drive improvements
- Build governance and risk controls around retention, disputes and customer outcomes
- Create feedback loops to translate insights into business priorities and action
Key requirements
- Proven leadership in retention, customer success, customer operations, cancellations or account management
- Strong experience analysing churn, attrition and retention performance
- Ability to identify root causes and implement process improvements with measurable outcomes
- Strong analytical skills to use data and reporting for trends and insights
- Experience building high-performing operational teams through coaching and continuous improvement
- Ability to drive initiatives with ownership and strategic focus
- Strong stakeholder management and ability to influence senior figures through data and collaboration
- Commercial awareness and understanding of customer retention drivers
- leadership
- stakeholder management
- analytical mindset
- Salesforce reporting
- CRM management
- reason-code analysis
Head of Retentions in Crewe employer: Radius Payment Solutions
At Radius, we pride ourselves on being an exceptional employer, offering a vibrant work culture at our state-of-the-art Telematics head office in Crewe. Our commitment to employee growth is evident through tailored development plans and a culture of continuous learning, while our modern workspace features unique amenities like an onsite café and rooftop bar, fostering collaboration and creativity. Join us to make a meaningful impact in the telematics sector, supported by a comprehensive benefits package that prioritises your well-being and career progression.
