Interim Head of Customer Retentions

Interim Head of Customer Retentions (6 months FTC)

We’re Quickline, and we believe everyone deserves great internet. Whoever you are, wherever you are and whatever you do online – our customers are at the heart of everything we do. So we’re on a mission to provide lightning fast, reliable broadband that reaches the places other providers leave behind.

Our mission relies on a team full of inspiring, customer‑obsessed people, and we’re looking for an Interim Head of Customer Retentions with proven experience in customer retention, churn reduction and revenue protection within a recurring‑revenue environment to help us build and improve our FTTH retention capability, reduce customer churn and protect revenue while creating a scalable retention operation for the future.

• Lead the development of Quickline’s FTTH retention strategy and shape how we retain and support our customers.
• Build and implement retention processes, playbooks and controls that deliver measurable business impact.
• Work across Customer Operations, Product, Technology, Finance and Marketing to drive positive customer outcomes.
• Evaluate and help mobilise future retention delivery models, including in-house, outsourced and hybrid approaches.
• Make a lasting impact by creating a retention capability that can successfully continue beyond the interim assignment.

• Proven success in customer retention, churn reduction, lifecycle management or revenue protection within a subscription or recurring‑revenue environment.
• Strong commercial awareness with an understanding of key retention metrics such as churn, save rate, recontracting and customer lifetime value.
• Experience building or improving operational processes, governance frameworks and reporting within a fast‑paced customer operation.
• Able to use customer data and insights to identify risks, influence decisions and drive practical interventions.
• A hands‑on, delivery‑focused leader who is comfortable challenging existing ways of working and turning ideas into action.

• Pension – 5% employer / 5% employee contribution.
• Health Cashback Scheme – can claim back prescription, GP and optician charges, therapy allowance, private outpatient consultations, EAP, 24/7 remote GP service, member discounts.
• 25 days annual leave + bank holidays, birthday, house‑move and wedding day off.
• Option to buy or sell up to 5 additional days annual leave.
• Enhanced paternity/maternity/adoption leave.
• Life assurance.
• High Street shopping discount scheme – holidays, food and drink, insurance, sport, tech, high street, Ikea, M&S, cinema etc.
• Free parking on site.
• Regular “Lunch & Learns”.
• Social events – summer and end‑of‑year parties etc.
• Core value awards – regular opportunities to win!

You must have the right to work in the UK in order to be successfully appointed to this role. This is a fixed‑term 6‑month contract based onsite at Willerby, Hull.