Head of Retention

Role: Head of Retention

Location: Altrincham (hybrid working 3 days office/2 days home)

Salary: Up to £70,000 + bonus + benefits

Hours: 37.5 hours per week

This is a new and exciting role as my client's team is growing for a Head of Retention. To drive a strong commercial culture where customer conversation is treated as an opportunity to retain, renew or protect value.

You will take ownership of the retention function. Looking after customer retention performance, renewal growth and churn reduction. Reporting directly to the Customer Value Director.

Are you a commercial thinker with experience leading a telesales or contact centre team?

Do you have a clear understanding of subscription management and customer lifecycle?

Can you drive performance and motivation of your team?

The role is responsible for translating customer value, lifecycle and churn strategy into day-to-day operational execution, ensuring the Retention Telesales team is commercially focused, data-led, highly motivated and performance-driven.

Are you hands-on with experience working fast paced and able to turn insight into targeted activity that improves save rates, renewal performance, customer value and base growth. This is more than a contact centre management role.

Responsibilities of the Head of Retention:

• Own day-to-day delivery of retention, renewal and save performance across the Retention team.
• Set clear targets for save rate, renewal volume, answer rate, conversion, outbound productivity, deal quality and customer value protection.
• Work closely with the Customer Value Director to translate retention and CVM strategy into clear operational plans.
• Monitor performance against targets and drive action where results are behind expectation.
• Lead, support and develop Retention Team Managers and Senior Advisors.
• Identify capability gaps and implement team coaching plans to improve save rate, negotiation quality and renewal conversion.
• Build a motivated, resilient and sales-focused team culture.
• Set clear standards around professionalism, customer handling, negotiation, objection handling and follow-up ownership.
• Use data and behavioural insight to identify churn risks within the customer base
• Work with analytics, CX, finance, marketing and operational teams to understand the drivers of churn, suspension, cancellation and non-renewal.
• Use performance data to understand what is working, what is not, and where action is needed.

Experience Required for this Head of Retention role:

• Experience leading telesales, retention or outbound contact centre teams.
• Proven ability to manage sales or retention performance through targets, coaching and structured performance management.
• Strong commercial awareness and understanding of customer value, churn, renewals and base growth.
• Data-led and analytically confident, with the ability to interpret performance data and turn insight into action.
• Experience setting goals, managing KPIs and improving conversion performance.
• Strong people leadership skills, including coaching, motivation, accountability and manager development.
• Comfortable working hands-on in a growing or changing business.
• Strong understanding of customer conversations, objection handling, negotiation and save activity.
• Ability to work cross-functionally with insight, marketing, finance, customer service and operations.
• Confident communicating with senior stakeholders and presenting clear recommendations.

Please follow the link to apply for this Head of Retention role based in Altrincham.

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