About the Role A leading organisation is seeking an experienced and strategic Head of Customer Retention to drive customer loyalty, reduce churn, and improve long-term customer outcomes.This role will take full ownership of retention performance, leading the development and execution of retention strategies, while ensuring operational excellence across customer-facing teams. The successful candidate will play a key role in influencing senior stakeholders and shaping a customer-centric culture through data-led decision making.Strategic LeadershipOwn overall retention performance and key churn metricsDevelop and continuously improve retention strategies and frameworksUse customer insight and data to proactively identify and mitigate churn riskLeadership and Team DevelopmentLead, coach, and develop high-performing retention teamsBuild a strong, customer-focused culture with clear accountabilityEnsure teams are equipped with the tools and processes needed for successOperational ExcellenceRemove barriers that impact effective customer issue resolutionImprove operational efficiency across the customer journeyOversee high-value and sensitive customer escalationsCross-Functional CollaborationWork closely with Sales, Operations, Finance, Service, and Customer Experience teamsStreamline processes and improve handoffs between functionsAddress systemic issues that negatively impact customer retentionInsight and Continuous ImprovementAnalyse customer, operational, and financial data to id