Head of Retention and services

10 hours ago

City Of London, United Kingdom C4S Search Ltd Full time

Overview Job Title: Head of Retention and ServicesLocation: London / Hybrid (3 days in office)Salary: £50,000- £60,000 per annumWay of Working: Full Time | Permanent | Hybrid The Business A purpose-led organisation with a national and international reach, committed to building inclusive experiences that support learning, connection, and innovation. With a large and growing membership base, the organisation plays a vital role in shaping public discourse and community impact. They are now seeking a Head of Retention and Services to lead the strategy and operations that ensure consistent value, improved retention, and long-term income sustainability. The Head of Retention and Services Opportunity This senior leadership role is responsible for leading member services and retention strategy, delivering operational excellence and data-infomed insight. You\'ll lead a multidisciplinary team focused on improving satisfaction, resolving issues, and strengthening long-term engagement. The role balances strategic planning with hands-on execution and offers significant influence on the organisation’s financial performance and member experience. Your Key Skills Required Skills & Experience: Proven track record in leading retention and service operations in complex organisations Experience managing multi-million-pound income streams and operational budgets Strong background in CRM systems (ideally Salesforce) and lifecycle engagement Demonstrated ability to lead teams and manage sensitive member issues Skilled in data analysis, reporting, and turning insight into strategic action Desirable Experience in non-profit, membership, or purpose-driven organisations Familiarity with user experience design or behavioural science approaches Financial training or relevant qualification Understanding of online community management and moderation Experience delivering service automation and platform-based innovation This is a rare opportunity to shape how people experience meaningful membership—through smart systems, thoughtful service, and strategic insight. #J-18808-Ljbffr

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