Job Description:

Head of Retentions

Full Time, Permanent

£55,000 - £75,000 + £20k Bonus

Hinckley

Onsite

Lead the Future of Client Retention!

We're partnering with a market-leading provider of HR, Employment Law, Health & Safety and Business Support services to appoint an exceptional Head of Retention. As part of a highly successful international group supporting tens of thousands of businesses across the UK and beyond, this organisation has built its reputation on delivering outstanding client service and long-term customer partnerships.

This is a high-profile leadership appointment reporting directly to the Chief Operations Officer, offering the opportunity to shape and lead the company's retention strategy at a pivotal stage of continued growth.

You'll take ownership of the organisation's retention and client growth strategy, driving improvements across the entire customer lifecycle. Working closely with senior stakeholders, you'll use commercial insight, operational excellence and strong leadership to maximise client retention, reduce churn and unlock growth opportunities within an established client base.

Leading a team of Client Experience Account Managers and Retention Specialists, you'll build a high-performing function focused on delivering exceptional customer outcomes while achieving ambitious commercial objectives.

DAY TO DAY

• Develop and execute the overall retention and client growth strategy.
• Lead, coach and inspire a high-performing retention team.
• Drive improvements in client experience, retention performance and operational efficiency.
• Analyse customer behaviour and cancellation trends to identify opportunities for improvement.
• Produce meaningful MI, dashboards and insight for senior leadership.
• Work cross-functionally to influence business-wide initiatives that improve customer outcomes.
• Ensure service levels, performance metrics and retention targets are consistently achieved.

YOU?

We're looking for an experienced senior leader with a proven track record in customer retention, client experience or operational leadership. You'll combine commercial awareness with strong analytical skills and have experience influencing senior stakeholders in a fast-paced, customer-focused environment.

• Significant leadership experience within retention, customer success or client operations.
• A proven ability to improve customer retention and commercial performance.
• Experience leading and developing high-performing teams.
• Strong analytical and reporting capability with a data-led approach to decision making.
• Exceptional stakeholder management and communication skills.
• A collaborative, innovative mindset with the ability to drive change.

This is a rare opportunity to join an ambitious, award-winning business with a strong reputation for investing in its people and promoting from within. You'll play a key role in shaping business performance, influencing strategic decisions and leading a function that has a direct impact on long-term growth and customer success!

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INDHIN

The Portfolio Group are acting on behalf of our client in recruiting for this position.