Head of Customer Retention

Head of Customer Retention

Haywards Heath

Haywards Heath
Commercial & Marketing
Closing date:
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We have a fantastic new role within the business for a Head of Customer Retention to join our Commercial & Marketing team in Haywards Heath, West Sussex. 
You’ll lead the development and execution of the group’s customer retention strategy to ensure we achieve our customer retention volume and income numbers whilst meeting our customers’ expectations.
Job responsibilities
  • Develop and execute the group’s customer retention strategy, ensuring the required capital, resource and governance is in place to succeed
  • Deliver the group’s customer retention commercial plan with a strong focus on minimising cancellation rates and maximising renewal retention rates
  • As part of the Commercial & Marketing leadership team, help to shape and execute the group’s commercial, customer and people strategies
  • Lead, inspire and coach a team of retention professionals to deliver the operating plan
  • Lead the customer retention programme of technical work, collaborating with senior stakeholders across the business to align activity, secure resources and govern the change agenda robustly
  • Be the group’s thought leader on retention, pre-empting market changes and developing concepts that capitalise upon them
  • Own the retention forecasting, budget and retrospective analysis processes and rapidly identify opportunities and risk and develop associated activities to mitigate the risk/capitalise upon the opportunity
Experience & knowledge
  • Significant senior leadership in a commercial function with a demonstrable track record of success
  • Experience of managing an income/P&L budget successfully
  • Experience in customer experience with exposure to process optimisation/re-engineering
  • P&L/budget management
  • Development and execution of customer retention strategies
  • Results driven with a constant eye on the prize
  • Strong leadership capabilities with the ability to inspire and coach people from assistant level to senior management
  • Strong commercial acumen with the ability to rapidly quantify opportunities and risk to inform the prioritisation of activity
  • Ability to think creatively with an attitude that inspires colleagues to turn ideas into reality
  • Ability to think in a structured way to solve problems and capitalise on opportunities
  • Ability to react instantly to any customer journey issues that surface and consider ideas to resolve
  • Empathetic approach to leadership, with the ability to get the best out of a wide range of stakeholders
  • Analytical by nature, with a focus on data-based decision making
  • A driven attitude to deliver change and rapidly overcome obstacles
What can we do for you?
We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…
Employee benefit packages to suit your lifestyle, including a company pension scheme, group life assurance, enhanced maternity and paternity pay, professional subscription fees, the opportunity to buy additional holiday, health cash plan, help with travel expenses and the opportunity to take a paid day off each year to do charity work.
Employee wellbeing is high on the agenda here too. We provide a weekly free fruit delivery, discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

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Pension scheme

We offer a workplace pension scheme for all employees.

Get your birthday off

We give you an extra day off to celebrate your special day.

Generous holiday entitlement

All employees receive a generous holiday entitlement.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Holiday Extra

We give you the option to buy up to five additional days of annual leave.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.