Job Description

We are excited to welcome a Head of Customer Retention to our dynamic team in Wolverhampton! In this pivotal role, you will spearhead our customer retention strategy and oversee its seamless execution. You will play a crucial part in reducing churn rates, boosting retention performance, and developing impactful retention playbooks. Providing motivational leadership to our retention teams, you'll ensure that customer challenges are tackled head-on at their source, while also promoting cross-department collaboration to address the root causes of churn.

As the Head of Customer Retention, you'll harness the power of data to identify potential risks, engage with senior stakeholders, and consistently pursue enhancements in customer outcomes.

Strategic Leadership

• Take charge of the overall churn performance and retention key performance indicators for our customer base.
• Craft, execute, and continually refine the organisation’s retention strategy, playbooks, and rescue frameworks.
• Leverage data and customer insights to drive proactive retention initiatives aimed at those customers who are at the highest risk.

Leadership & Capability Operational Excellence

• Inspire, mentor, and cultivate the growth of our Retention team, creating a vibrant culture focused on delivering exceptional customer experiences.
• Empower teams by providing them with clear priorities, resources, and streamlined processes to seamlessly address customer concerns.
• Encourage a sense of accountability and uphold consistent retention standards throughout the team.

Operational Excellence

• Remove operational barriers that prevent effective and timely customer issue resolution.
• Work cross‑functionally with Sales, Operations, Finance, Service and CX teams to clarify ownership, streamline handoffs, and eliminate friction in the customer journey.
• Oversee management of high‑value and strategically important customer escalations.

Insight, Analysis & Continuous Improvement

• Provide actionable insights on churn drivers using operational, financial, and customer data.
• Influence and challenge functional leaders where systemic issues contribute to avoidable churn.
• Ensure root causes are addressed in collaboration with operational owners—preventing repeat issues and improving long‑term customer outcomes.
• Develop and maintain clear reporting on retention performance, risks, opportunities, and progress for senior leadership.

Requirements

Experience -

• Demonstrated experience in leading teams focused on Retention, Customer Success, or Customer Lifecycle.
• A strong history of analysing churn and implementing strategies that lead to tangible improvements.
• Robust operational leadership experience in a results-oriented environment.
• Proficiency with CRM systems, customer analytics, and making data-driven decisions.
• Proven ability to drive swift change in a dynamic and ambitious organisation.

Skills -

• Exceptional analytical and problem-solving abilities.
• Skilled at converting data into actionable operational and strategic priorities.
• Outstanding stakeholder management and influencing expertise, particularly at senior levels.
• A customer-focused approach combined with a strong commercial awareness and sound judgment.
• Proven ability to lead teams effectively in complex operational settings.
• An entrepreneurial spirit and a keen eye for improvement, coupled with a strong capability for driving change.

Benefits

• 23 days' holiday + Bank Holidays
• Competitive Incentive Scheme
• Company Pension scheme
• Cycle to Work scheme available
• Employee rewards and discounts
• Option to join Health Care Cash Plan
• 24/7 365-day access to Employee Assistance Programme through Health Assured
• Access to on-going learning and development with our online learning platform
• Free onsite parking
• Life Assurance