Head of Retention

About the role

The Head of Retention will lead the retention function for a fast‑growing team, driving commercial performance through customer conversations that protect and grow value. Reporting to the Customer Value Director, you will own renewal growth, churn reduction and overall customer value protection.

Key responsibilities

• Own day‑to‑day delivery of retention, renewal and save performance across the Retention team.
• Set and monitor targets for save rate, renewal volume, answer rate, conversion, outbound productivity and deal quality.
• Translate retention and customer value strategy into clear operational plans with the Customer Value Director.
• Lead, coach and develop Retention Team Managers and Senior Advisors, closing capability gaps.
• Use data and behavioural insight to identify churn risks and work with analytics, CX, finance, marketing and operations to address drivers.

Required profile

• Proven experience leading telesales, retention or outbound contact‑centre teams.
• Strong commercial mindset with ability to drive performance against targets.
• Hands‑on, fast‑paced approach with a focus on turning insight into actionable activity.
• Excellent communication and ability to build a motivated, sales‑focused culture.

Required skills

What we offer

• Salary up to £70,000 per year plus bonus and benefits.
• Hybrid working model (3 days in office, 2 days remote).
• Opportunity to shape a growing function within a dynamic organisation.