Blair West are supporting one of our key clients as they look to hire a Director of Customer Retentions. This is a key strategic role responsible for driving customer loyalty, reducing churn, and enhancing customer satisfaction. As part of the senior leadership team, this role will lead the retention function and collaborate closely with various departments to deliver measurable improvements in customer engagement and long-term value.

The opportunity:

• Develop and implement comprehensive customer retention strategies to drive loyalty and reduce churn.
• Lead and mentor the customer retention team, ensuring high performance and professional development.
• Analyse customer behaviour, feedback, and trends to identify opportunities for improved engagement.
• Work closely with the Director of Customer Experience to assess and enhance customer satisfaction levels.
• Collaborate with marketing to design and execute targeted retention campaigns.
• Monitor key retention metrics and develop action plans to drive continuous improvement.
• Manage budgets, ensuring cost-effective retention initiatives aligned with business objectives.
• Oversee customer credit and incentive programmes to support retention goals.

You’ll be the ideal candidate for this position if you have:

• Proven experience in leading retention strategies within financial services or consumer subscription-based businesses.
• Expertise in CRM, retention, and database marketing strategies to achieve both financial and non-financial objectives.
• Strong commercial management skills, leveraging data, insights, and KPIs to inform decision-making.
• A track record of leading high-performing teams with strong mentoring and leadership capabilities.
• Excellent communication and stakeholder management skills in a fast-paced environment.
• A customer-centric approach, creating compelling value and retention initiatives.

Our commitment:

Blair West is an equal-opportunity employer. We embrace diversity and inclusion at every stage of the recruitment process. We are committed to fairness, equality, and ongoing diversity training for our team to give our candidates and clients a feeling of belonging during their experience with us. If you require reasonable adjustments at any stage during their experience with us, please speak to their consultant. 

If you’d like to speak to someone about this opportunity:

Will Smith: [email protected] / 07395324634