Interim Head of Customer Retentions

Interim Head of Customer Retentions ( 6months FTC)

We’re Quickline, and we believe everyone deserves great internet. Whoever you are, wherever you are and whatever you do online - our customers are at the heart of everything we do. So we’re on a mission to provide lightning fast, reliable broadband that reaches the places other providers leave behind.

Our mission relies on a team full of inspiring, customer obsessed people, and we’re looking for an Interim Head of Customer Retentions with proven experience in customer retention, churn reduction and revenue protection within a recurring-revenue environment to help us build and improve our FTTH retention capability, reduce customer churn and protect revenue while creating a scalable retention operation for the future. 

Could that be you? If developing retention strategies that reduce avoidable cancellations and improve customer outcomes gets you out of bed in the morning, and building a high-performing operation that increases customer loyalty and protects revenue puts a smile on your face, then we would love to find out more about you. 

This is a fixed term 6month contract. Based onsite at Willerby, Hull.

Here's why you'll love this role...

- Lead the development of Quickline's FTTH retention strategy and shape how we retain and support our customers. 

- Build and implement retention processes, playbooks and controls that deliver measurable business impact. 

- Work across Customer Operations, Product, Technology, Finance and Marketing to drive positive customer outcomes.

- Evaluate and help mobilise future retention delivery models, including in-house, outsourced and hybrid approaches. 

- Make a lasting impact by creating a retention capability that can successfully continue beyond the interim assignment. 

Here's why you'll be great in this role...

- Proven success in customer retention, churn reduction, lifecycle management or revenue protection within a subscription or recurring-revenue environment.

- Strong commercial awareness with an understanding of key retention metrics such as churn, save rate, recontracting and customer lifetime value. 

- Experience building or improving operational processes, governance frameworks and reporting within a fast-paced customer operation.

- Able to use customer data and insights to identify risks, influence decisions and drive practical interventions. 

- A hands-on, delivery-focused leader who is comfortable challenging existing ways of working and turning ideas into action.

The benefits…

- Pension – 5% employer / 5% employee contribution.

-  Health Cashback Scheme – Can claim back prescription, GP and optician charges, therapy allowance, private outpatient consultations, EAP, 24/7 remote GP service, member discounts.

- 25 days annual leave + bank holidays, your birthday, house move and wedding day off.

- Option to buy or sell up to 5 additional days annual leave

- Enhanced Paternity/Maternity/Adoption leave 

- Life Assurance 

- High Street Shopping Discount Scheme - Holidays, food and drink, insurance, sport, tech, high street, Ikea, M&S, cinema etc.

- Free Parking on site.

- Regular ‘Lunch & Learns’ 

- Social Events – Summer and End of Year parties etc.

- Core Value Awards - Regular opportunities to win!

Note to agencies –

Quickline have an internal recruitment team. We will not accept unsolicited CVs from any source other than directly from a candidate via our Applicant Tracking System (“ATS”). Any unsolicited CVs sent to Quickline, via the Quickline careers email address, directly to Quickline employees or managers, will be considered Quickline property and Quickline are free to contact those prospective candidates directly with zero financial repercussions. For further information refer to our careers page.

Please note: You must have the right to work in the UK in order to be successfully appointed to this role

#LI-onsite