Head of Customer Solutions & Retention (AD Level)

About the role

This senior leadership position drives the client‑centric strategy for a fast‑growing, service‑led business. You will own the end‑to‑end customer journey, from onboarding through delivery, satisfaction and retention, working closely with Sales, Service and Technology teams.

Key responsibilities

• Lead and develop the Client Solutions and Retention teams to deliver exceptional service at scale.
• Own the client engagement strategy across onboarding, service delivery, satisfaction and retention.
• Partner with Sales, Service and Technology on client experience, reputation and AI‑driven innovation.
• Present insight, trends and performance directly to senior leadership and the Executive team.
• Drive service transformation projects that improve efficiency and client outcomes.
• Monitor client sentiment and SLA performance to identify and resolve emerging risks.
• Reduce cancellations and attrition through root‑cause analysis and cross‑team collaboration.
• Improve onboarding, payments and scheduling processes to strengthen the end‑to‑end journey.

Required profile

• Proven leader in Customer Solutions, Customer Experience, Client Success or Retention with a strong commercial mindset.
• Confident communicator able to influence senior stakeholders and manage large‑scale service transformation.
• Track record of building high‑performing, customer‑centric teams.
• Experience in SaaS, subscription or Professional Services environments is highly desirable.

Required skills

What we offer

• Competitive package including basic salary, car allowance, bonus and benefits.
• Broad exposure across engagement, retention, technology and operational leadership.
• Opportunity to shape service transformation at genuine scale.