Head of Customer Engagement and Retention

About the role

We are seeking a strategic leader to own the end‑to‑end customer journey, from onboarding through advocacy. You will design data‑driven engagement strategies that boost retention, increase lifetime value, and turn customers into brand champions.

Key responsibilities

• Own the full customer lifecycle strategy across onboarding, engagement, retention, and reactivation.
• Design and optimise multi‑channel engagement journeys across email, in‑product, community, and paid channels.
• Build segmentation frameworks to personalise communication and increase lifetime value.
• Track and improve core retention metrics such as churn rate, LTV, NPS, expansion revenue, and engagement scores.
• Partner with product, marketing, and sales teams to align messaging, feedback loops, and growth opportunities.
• Implement and optimise CRM and marketing automation systems to scale engagement.
• Leverage AI tools to enhance personalisation, predict churn risk, and uncover new retention opportunities.
• Lead and grow a high‑performing customer engagement team.

Required profile

• 6–10+ years of experience in customer engagement, lifecycle marketing, CRM, or retention‑focused roles.
• Proven track record of improving retention, expansion revenue, and customer lifetime value.
• Deep knowledge of CRM platforms, lifecycle automation, and customer analytics tools.
• Strong commercial acumen with an understanding of how engagement drives revenue.
• Comfort using AI and data tools to personalise journeys and optimise performance.
• Clear communicator and cross‑functional leader who can align teams around customer outcomes.
• Bonus: experience in high‑growth tech or subscription‑based businesses.

Required skills