Head of Membership Retention and Services Location: Hybrid London Office (2 days per week) Salary: £50,000 - £60,000 per annum (dependent on experience) Contract: Permanent, Full-time We re recruiting on behalf of our client a forward-thinking, purpose-led organisation driving meaningful change in society for a Head of Membership Retention and Services. This is a high-impact leadership role focused on ensuring long-term engagement and delivering exceptional membership value through innovative services, data-led strategy, and collaborative leadership. You ll play a pivotal part in stewarding a significant income stream and building a community that thrives on inclusion, purpose, and excellence.Key Responsibilities Lead the development and delivery of an insight-led membership retention strategy Manage and improve operational service delivery, including a high-volume member support team Monitor income performance, sentiment, and renewal metrics, reporting to senior leadership Design and deliver targeted, high-impact retention campaigns informed by behavioural insight Champion service innovation and digital tools (Salesforce and Marketing Cloud) to optimise processes Provide senior-level escalation and resolution of complex member issues Manage and develop a team of six, fostering a culture of excellence, inclusion and accountability What You ll Bring Proven success in a membership or subscription-based retention role Experience leading high-performing teams and managing serv