Job Description
JOB TITLE: Head of Retention and Services
LOCATION: London / Hybrid (3 days in office)
SALARY: £50,000- £60,000 per annum
WAY OF WORKING: Full Time | Permanent | HybridTHE BUSINESS:
A purpose-led organisation with a national and international reach, committed to building inclusive experiences that support learning, connection, and innovation. With a large and growing membership base, the organisation plays a vital role in shaping public discourse and community impact. They are now seeking a Head of Retention and Services to lead the strategy and operations that ensure consistent value, improved retention, and long-term income sustainability.THE HEAD OF RETENTION AND SERVICES OPPORTUNITY:
This senior leadership role is responsible for leading member services and retention strategy, delivering operational excellence and data-informed insight. You'll lead a multidisciplinary team focused on improving satisfaction, resolving issues, and strengthening long-term engagement. The role balances strategic planning with hands-on execution and offers significant influence on the organisation’s financial performance and member experience.
YOUR KEY SKILLS:
Required Skills & Experience:
* Proven track record in leading retention and service operations in complex organisations
* Experience managing multi-million-pound income streams and operational budgets
* Strong background in CRM systems (ideally Salesforce) and lifecycle engagement
* Demonstrated ability to lead teams and manage sensitive member issues
* Skilled in data analysis, reporting, and turning insight into strategic action
Desirable:
* Experience in non-profit, membership, or purpose-driven organisations
* Familiarity with user experience design or behavioural science approaches
* Financial training or relevant qualification
* Understanding of online community management and moderation
* Experience delivering service automation and platform-based innovation
This is a rare opportunity to shape how people experience meaningful membership—through smart systems, thoughtful service, and strategic insight.
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