Director of Customer Retention. LilyLifestyle

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.

• 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

• 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

• Remove barriers that impact effective customer issue resolution
• Improve operational efficiency across the customer journey
• Oversee high‑value and sensitive customer escalations

• 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

• 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

• 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

• 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

• 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

At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.

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