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Head of Customer Engagement and Retention

1 month ago

Salford, Salford, United Kingdom Mortgage Advice Bureau Full time
About the Role

We are seeking a Strategic Planning Lead to champion innovation and improvements throughout the end-to-end customer experience. As the voice of the customer, you will lead our customer engagement and retention strategies, working across teams and departments to map how we grow relationships with existing customers.

The ideal candidate will have advanced analytical skills, experience in strategic business planning, and knowledge of workforce planning and capacity analysis. They will own operational capacity across the business, optimizing interactions with customers based on demand.

Key responsibilities include presenting a compelling case to senior stakeholders, articulating complex business concepts, and ensuring that working patterns mirror customer preferences and needs. The successful candidate will also oversee the implementation of a customer-driven operating window, ensuring that our people are available when it matters most.