Head of retention

About the Role
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 riskLeadership & 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 successOperational Excellence

Remove barriers that impact effective customer issue resolution
Improve operational efficiency across the customer journey
Oversee high-value and sensitive customer escalationsCross-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 retentionInsight & 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 issuesKey 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 customersExperience

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 analyticsSkills & 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 improvementAt Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.

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