Head of Membership Retention & Services
Location: Full-time - Hybrid – London based Office (3 days per week in office, 2 days WFH)
Salary: £50,000 - £60,000 per annum (dependent on experience)
Contract: Permanent, Full-time
We're recruiting on behalf of our client – a forward-thinking, purpose-led organisation driving meaningful change in society – for a Head of Membership Retention & Services .
This is a high-impact leadership role focused on ensuring long-term engagement and delivering exceptional membership value through innovative services, data-led strategy, and collaborative leadership. You'll play a pivotal part in stewarding a significant income stream and building a community that thrives on inclusion, purpose, and excellence.
Key Responsibilities Lead the development and delivery of an insight-led membership retention strategy
Manage and improve operational service delivery, including a high-volume member support team
Monitor income performance, sentiment, and renewal metrics, reporting to senior leadership
Design and deliver targeted, high-impact retention campaigns informed by behavioural insight
Champion service innovation and digital tools (Salesforce and Marketing Cloud) to optimise processes
Provide senior-level escalation and resolution of complex member issues
Manage and develop a team of six, fostering a culture of excellence, inclusion and accountability
What You'll Bring Proven success in a membership or subscription-based retention role
Experience leading high-performing teams and managing service operations
Strong analytical and CRM (Salesforce preferred) experience
Deep understanding of member lifecycle, segmentation, and engagement strategies
A collaborative, data-informed, and people-first leadership style
Why Join? Alongside purposeful work, our client offers a generous benefits package to support your wellbeing, development, and work-life balance.
Interested?
Apply today or get in touch for a confidential conversation.
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