Interim Head of Customer Retentions

Interim Head of Customer Retentions (6 months FTC)

Location: Willerby, North Yorkshire, United Kingdom
Earnings: Competitive
Work Arrangement: Fixed term 6-month contract, onsite at Willerby, Hull

Here's why you'll love this role...

• 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.

Here's why you'll be great in this role...

• 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.

The benefits…

• 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, your 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!