Head of Retention Marketing
Location: Walsall
Type: Hybrid: 2 days in the office, 3 days remote
About the Role
Were looking for a strategic and results-driven Head of Retention Marketing to lead and elevate our customer retention and communications efforts at HML. In this key leadership role, youll manage the entire customer journeyfrom onboarding through to renewalensuring our customers fully experience the value of our products and services. Your insights and strategies will help boost customer loyalty, reduce cancellations, and improve overall customer satisfaction.
What Youll Do
1. Drive Retention Strategy: Develop and execute data-driven retention plans across all channels to achieve commercial goals and enhance customer outcomes.
2. Lead Stakeholder Collaboration: Partner with Product, Pricing, and Service Operations teams to align retention initiatives with business priorities.
3. Optimize Customer Journeys: Continuously improve welcome, in-life, and renewal communications to deliver best-in-class customer experiences and reduce churn.
4. Manage Budget and Forecasts: Oversee retention budgets, forecast updates, and identify growth opportunities while managing risks.
5. Test & Learn: Design and implement test...