Head of Customer Relationship Management

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 risk

Leadership & Team Development

• Lead, coach, and develop high-performing retention teams
• Build a st...