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Head of Retention

4 weeks ago

Newcastle Upon Tyne, United Kingdom Greenbean Full time

Working Hours: 40 hours per week – 9am to 6pm, Mon-Fri (Hybrid)


About Us

Verisure is the leading European provider of professionally monitored security systems with 24/7 response services. We protect over 5.1 million families and small businesses across 17 countries in Europe and Latin America. Our mission is to provide our customers peace of mind by protecting what matters most to them.


With over 35 years of insight, experience, and innovation, Verisure is known for category-creating marketing, sales excellence, innovative products and services, and customer-centricity.


Thanks to a strong focus on high quality, our customers are among the most satisfied and loyal in our industry. We have some of the strongest growth and retention rates globally in consumer-facing services, which demonstrates our exceptional service levels and strong value proposition to our customers.


Diversity & Inclusion

Verisure is an equal opportunities employer. We recognise the richness that diversity brings and encourage applicants from all backgrounds to apply. We champion an inclusive and collaborative culture and empower all employees to succeed and grow. Please reach out to us if you have any specific requirements throughout the recruitment process; we are happy to help.


Duties:

At Verisure, we are seeking an experienced Head of Retention ready to take the next step in their career. The ideal candidate will be responsible for designing, implementing, and managing customer retention strategies focused on reducing churn, enhancing customer satisfaction, and fostering long-term loyalty.


This role requires a strong understanding of subscription-based models, customer lifecycle management, and a data-driven approach to retention.


The Head of Retention will lead both office-based and field teams of specialists who engage with customers at critical points in their journey, particularly when they express an intent to cancel. The successful candidate will need to balance delivering exceptional customer service with meeting business objectives, ensuring the application of effective strategies to retain as many customers as possible while addressing their concerns.


Ultimately, this role will ensure that our retention efforts are aligned with the company’s overall mission and that a culture of customer advocacy is promoted throughout the organisation.


Key Responsibilities:

  • Develop and Implement Retention Strategies: Design comprehensive retention programmes and policies aimed at reducing churn and increasing customer lifetime value. Collaborate with the team to develop scripts, offers, and personalised communication strategies to win back customers.
  • Manage and Lead Retention Team: Lead, mentor, and develop a team of customer retention specialists and managers. Set and monitor key performance metrics related to retention rates, customer satisfaction, and churn reduction.
  • Customer Experience and Advocacy: Oversee the customer cancellation process, ensuring each request is handled with care and professionalism, while maintaining a strong customer-first approach.
  • Data-Driven Decision Making: Leverage data to identify trends in customer behaviour, understand reasons for churn, and assess the success of different retention strategies.
  • Collaboration Across Teams: Foster strong collaboration with Marketing, Operations, and Sales teams to align retention efforts with broader business goals and to enhance the overall customer experience.


Requirements:

  • Proven experience in customer retention, customer success, or similar roles within a subscription-based business.
  • Strong leadership skills with experience managing teams.
  • Ability to balance business goals with customer needs, ensuring high levels of satisfaction.
  • Proficiency in using data to drive decision-making.
  • Excellent communication and interpersonal skills, with a focus on customer advocacy.
  • Ability to work collaboratively across departments and with diverse stakeholders.
  • Full UK driving licence


Benefits:

  • Onsite subsidised staff restaurant
  • Holidays: 25 days plus bank holidays
  • Hybrid working (up to 2 days WFH)
  • Birthdays Off
  • Discounted Gym & Health Club Membership
  • Contributory Pension
  • Free parking at Quorum Business Park
  • Bupa Private Healthcare and MediCash Cash Plan
  • PerkBox - discounts from major retailers
  • Enhanced Maternity & Paternity Schemes
  • Employee Referral Cash Reward
  • Employee Alarm Discount
  • Cycle to work scheme


Be you. Be more. Be Verisure.


All employees must complete a DBS check, provided by Verisure to all successful candidates.