At a Glance
- Tasks: Lead customer retention strategies and drive loyalty while reducing churn.
- Company: Join a leading organisation focused on customer-centric culture.
- Benefits: Competitive salary, inclusive environment, and opportunities for professional growth.
- Other info: Dynamic role with a focus on continuous improvement and team development.
- 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
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.
Director of Customer Retention. Job in Wolverhampton LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
At Gleeson Recruitment Group, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Wolverhampton that fosters inclusivity and professional growth. As the Director of Customer Retention, you will lead a high-performing team dedicated to enhancing customer loyalty and driving strategic initiatives, all while benefiting from our commitment to employee development and a supportive culture. Join us to make a meaningful impact in a role that values your insights and encourages continuous improvement.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Director of Customer Retention. Job in Wolverhampton LilyLifestyle Jobs
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and tailoring your answers to highlight your experience in customer retention. Show them you’re the perfect fit for their team!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. We suggest mentioning something specific from your conversation to show your genuine interest in the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’ve got loads of resources to help you ace your job search and stand out from the crowd.
We think you need these skills to ace Director of Customer Retention. Job in Wolverhampton LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Director of Customer Retention role. Highlight your experience in driving customer loyalty and reducing churn, as these are key aspects of the job. We want to see how your skills align with our mission!
Showcase Your Data Skills:Since this role involves a lot of data-led decision making, don’t forget to mention your analytical skills. Share examples of how you've used data to improve retention strategies in the past. We love seeing numbers that tell a story!
Demonstrate Leadership Experience:This position requires strong leadership capabilities, so be sure to highlight your experience in leading and developing high-performing teams. We’re looking for someone who can inspire and build a customer-focused culture, so share your success stories!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive and keen to join our team!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know Your Metrics
Before heading into the interview, make sure you’re familiar with key retention metrics and churn rates. Be ready to discuss how you've used data in previous roles to drive customer loyalty and improve outcomes. This shows that you understand the importance of data-led decision making.
✨Showcase Your Leadership Style
Prepare examples of how you've led and developed high-performing teams in the past. Highlight your approach to building a customer-focused culture and how you’ve equipped your teams for success. This will demonstrate your strategic leadership capabilities.
✨Cross-Functional Collaboration
Think about times when you’ve worked closely with other departments like Sales or Operations. Be ready to share specific examples of how you streamlined processes and improved handoffs between functions. This will illustrate your ability to collaborate effectively across the organisation.
✨Problem-Solving Mindset
Be prepared to discuss how you've identified and resolved systemic issues that impact customer retention. Use concrete examples to show your analytical skills and how you’ve turned insights into actionable strategies. This will highlight your proactive approach to continuous improvement.
