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 teamwork.
- 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.
Head Of 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 Head of Customer Retention, you will lead a passionate team dedicated to enhancing customer loyalty and driving strategic initiatives, all while benefiting from our commitment to employee development and a culture that values data-driven decision-making. Join us to make a meaningful impact in a supportive atmosphere where your contributions are recognised and rewarded.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Head Of Retention. Job in Wolverhampton LilyLifestyle Jobs
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or attend local events in Wolverhampton. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their retention strategies and think about how your experience aligns with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to explain how you can reduce churn and improve customer loyalty. Use specific examples from your past roles to show how you’ve made an impact before.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Head Of 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 Head of Retention role. Highlight your experience in customer retention and how you've used data to drive results. We want to see how you can bring your unique skills to our team!
Showcase Your Leadership Skills:Since this role involves leading teams, don’t forget to mention your leadership experience. Share examples of how you've developed high-performing teams and fostered a customer-focused culture. We love seeing candidates who can inspire others!
Be Data-Driven:We’re all about using data to make decisions, so be sure to include specific metrics or outcomes from your previous roles. Talk about how you've identified churn drivers and implemented strategies to improve retention. Numbers speak volumes!
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 keen on joining our team at StudySmarter!
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 drivers. Be ready to discuss how you've used data in past roles to improve customer 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 previous positions. Highlight your approach to building a customer-focused culture and how you’ve empowered your team to achieve retention goals. This will demonstrate your strategic leadership capabilities.
✨Cross-Functional Collaboration
Think about times when you’ve worked closely with other departments like Sales or Customer Experience. Be ready to share specific examples of how you’ve streamlined processes and improved handoffs between functions to enhance customer retention. This will show your ability to collaborate effectively.
✨Continuous Improvement Mindset
Discuss how you’ve identified and resolved systemic issues that impact customer retention. Share insights on how you’ve driven root-cause analysis and implemented changes based on customer feedback. This will highlight your proactive approach to continuous improvement.
