Head of Retention

Salary: £65,000 – £70,000 DOE

Location:

Hybrid - 3 days in office in either Brighton or St Albans

We’re looking for a strategic and commercially minded Head of Retention to lead and develop a high-performing function focused on improving student progression, satisfaction, and retention outcomes.

This role is central to driving revenue growth by reducing attrition, improving engagement, and maximising student lifetime value. You will own the end-to-end retention journey, using data, insight, and technology to identify risks, solve problems, and deliver targeted interventions at scale.

You’ll combine strong leadership
, analytical thinking
, and problem-solving capability to build a high-performance culture, optimise the retention funnel, and embed smarter ways of working through automation and AI.

Working cross-functionally with Technology, Product, Marketing, Academic Partners, and Partner Support, you will ensure retention is a core commercial priority across the business.

At HEP, we’re transforming access to higher education by helping our university partners deliver high-quality, accessible, and workforce-focused online programmes. Our people are at the heart of that mission.

Our values shape how we work every day:
We Are Driven – focused on outcomes, impact, and continuous improvement.
We Are Inclusive – valuing diverse perspectives and creating a culture of belonging.
We Are Collaborative – working openly and together to achieve shared success.

Joining HEP means becoming part of a fast-growing, innovative business where your leadership and ideas will directly shape student success and business growth.

• A proven leader with experience building and managing high-performing retention or customer success teams
• Highly analytical and data-driven, with the ability to turn insight into action
• A confident problem solver who can identify risks, improve processes, and deliver measurable outcomes
• Strong commercial acumen with a focus on revenue, efficiency, and student experience
• Experience using CRM systems, automation, and AI to drive performance and scale
• Company pension
• Sick pay
• Free flu jabs
• Referral programme
• On-site parking
• Close to transport netwrok

HEP is a Disability Confident and equal opportunity employer. We welcome applications from all qualified candidates regardless of race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, veteran status, or disability.

Must have strong leadership experience in retention, customer success, or lifecycle management within a high-volume, data-driven environment. Must have a proven track record of improving retention and progression through data-driven decision making and str