Head of Customer Relationship Management
hace 3 días
Wolverhampton
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 Leadership • Own overall retention performance and key churn metrics, • Develop and continuously improve retention strategies and frameworks, • Use customer insight and data to proactively identify and mitigate churn risk Leadership & Team Development • Lead, coach, and develop high-performing retention teams, • Build a strong, customer-focused culture with clear accountability, • Ensure teams are equipped with the tools and processes needed for success Operational Excellence • Remove barriers that impact effective customer issue resolution, • Improve operational efficiency across the customer journey, • Oversee high-value and sensitive customer escalations Cross-Functional Collaboration • Work closely with Sales, Operations, Finance, Service, and Customer Experience teams, • Streamline processes and improve handoffs between functions, • Address systemic issues that negatively impact customer retention Insight & Continuous Improvement • Analyse customer, operational, and financial data to identify churn drivers, • Provide actionable insights and influence senior decision-makers, • Deliver clear reporting on performance, risks, and opportunities, • Drive root-cause resolution to prevent repeat issues Key Outcomes • Reduction in customer churn, • Improved retention and save rates, • Faster resolution times and improved throughput, • Identification and elimination of systemic issues, • Successful recovery of high-value or at-risk customers Experience • Proven experience leading Customer Retention, Customer Success, or Lifecycle teams, • Strong track record of improving retention through data and insight, • Experience operating in a target-driven, fast-paced environment, • Familiarity with CRM systems and customer analytics Skills & Attributes • Strong analytical and problem-solving capability, • Ability to translate data into strategic and operational actions, • Excellent stakeholder management and influencing skills, • Commercially aware with a customer-first mindset, • Confident leading teams in complex environments, • Proactive, adaptable, and driven to deliver continuous improvement
Muhammad S.Activo hace 1 mes