Head of Customer Retention

Head of Customer Retention

Posted on 18/08/2016 by Rachel Hough


Title:                Head of Customer Retention
Salary:             £Competitive + Benefits
Location:         Chester
Contract:         Fixed term for 6 months

One of the most trusted names in travel and tourism within the UK, is looking for a commercially astute and customer centric retention professional to play an integral part in helping to drive forward this award winning and rapidly growing business. It’s an exciting time to become part of this success story!

Initially for a 6 month contract, you will head up the Owner Management department which is focused on the strategic delivery of property retention levels, and deliver Quality and new business initiatives against defined business KPIs.

The Head of customer retention will be accountable for..

  • The effective delivery of KPIS  in relation to retention and service quality measures
  • Recruiting, retaining and developing a high performing central team to meet the current and future needs of the business, and manage the day to day operational issues to create the management capacity which will allow a focus on strategic issues
  • Managing the structure,  performance and capability of the Owner care team to ensure excellent service is offered consistently, and that declining standards are identified, reviewed and actioned
  • Overseeing  key account acquisition and operations, to include networking with owners and directing outcomes effectively
  • Driving improvements within the customer experience and customer journey
  • Monitoring and working collaboratively with internal stakeholders on pillar initiatives to improve retention
  • Negotiating strong commercial terms with current and renewing owners
  • Working  collaboratively with Finance and IT to develop appropriate metrics to provide greater insight and understanding and to drive decision making
  • Liaising with owners to resolve escalated problems which could lead to withdrawal of their property
  • Investigating and settling escalated quality issues and taking a commercial view on the outcome
  • Using data analysis to review low performing properties and ensure the creation of a performance improvement plan, and direct future strategy
  • Working with the marketing department to deliver effective and compelling sale strategies and communication for owners in collaboration with the Head of Property recruitment
  • Drive forward the Net Property Recruitment pillar – creating new and managing the delivery of ongoing initiatives
  • Identify potential H&S risks and liaise with H&S Manager to improve property/owner retention levels
  • Communicate effectively and influence key stakeholders across the business, both internal and externally, such as Owners, Heads of Department, Directors


The Ideal Head of customer retention will demonstrate…

  • Knowledge and experience of delivering  and implementing customer retention strategies
  • Ability to translate detailed understanding of the sales, service and retention cycle into an experience for customers
  • Confident and inspirational leadership
  • An ability to recognise challenges and opportunities and react accordingly
  • Superb communication with the ability to challenge constructively and influence thought process and outcomes
  • Strong commercial awareness with sound judgement in balancing the needs of the business with KPIs
  • The ability to drive and influence change through continuous operational improvement
  • Ability to drive innovation and think outside the box
  • Effective team working and networking skills and the ability to work independently using own initiative.
  • A high level of confidence and the capability to manage and resolve conflict
  • A results/outcome focus
  • The ability to prioritise work in order to achieve short and long term business goals
  • Confidence and conviction in decision making and taking full responsibility for your actions


To apply please send your CV to or for a confidential chat please call Rachel on 01244 515546