Head of Retention and Services

Job Description

JOB TITLE: Head of Retention and Services
LOCATION: London / Hybrid (3 days in office)
SALARY: £50,000- £60,000 per annum
WAY 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-informed 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.