Head of Retentions

Job Purpose We are seeking an experienced and commercially focused Head of Retention to oversee our Telematics Retention function. This is a high-impact role responsible for improving customer retention, reducing churn, maximising revenue recovery, and driving operational excellence across a multi-disciplined team. Overseeing a function of 23 colleagues covering Retention, Resolution, Billing Disputes, Administration and Complaints. You will play a critical role in identifying why customers leave, creating insight-led strategies to improve customer outcomes, and building strong partnerships across the wider business to address root causes and drive continuous improvement. As Head of Retention you will be empowered to shape the future direction of the function, review existing processes, and implement meaningful change that improves customer experience and commercial performance. Your responsibilities day to day will be… Leadership & Team Management Guide, coach and develop a team of 23 employees through seven direct reports. Create a high-performance culture focused on accountability, customer outcomes and continuous improvement. Assess team structure, capability and resource allocation to ensure the function remains fit for purpose. Drive consistency in standards, communication and operational execution. Retention & Churn Management Develop and execute strategies to improve customer retention and reduce account cancellations. Investigate churn trends, stopped device activity and customer attrition data to identify key drivers of customer loss. Implement retention initiatives that increase customer value and improve commercial outcomes. Complaints, Disputes & Resolution Management Oversee the complaints, dispute and payment resolution functions, ensuring customer issues are resolved efficiently and within agreed service levels. Implement processes that improve first-time resolution and enhance customer satisfaction. Ensure governance, compliance and risk considerations are appropriately managed. Reporting, Insight & Continuous Improvement Develop robust reporting frameworks and management information that provide meaningful business insights. Improve data quality, reporting accuracy and customer reason-code categorisation. Leverage CRM and operational data to identify trends, opportunities and areas of concern. Build strong relationships with Management Information teams to ensure data and insights are effectively used to shape business priorities and customer-focused improvements. Stakeholder Management & Business Partnership Develop trusted partnerships with senior stakeholders, leveraging customer insight and business intelligence to inform strategy and drive continuous improvement. Partner with Account Management, Sales, Operations, Finance and Customer Service teams to address recurring customer issues. Create effective feedback loops that ensure root causes are identified and addressed at source. What do we expect of you? Proven leadership experience within a retention, customer success, customer operations, cancellations or account management environment. Strong experience analysing customer churn, attrition and retention performance. Demonstrated ability to identify root causes and implement process improvements that drive measurable business outcomes. Strong analytical skills with the ability to use data and reporting to identify trends, generate insights and support business improvement. Experience building high-performing operational teams through coaching, development and continuous improvement initiatives.. Ability to operate under your own initiative, taking ownership of strategic and operational priorities. Strong stakeholder management skills, including the confidence to influence and engage senior figures through data, insight and collaborative problem solving. Commercial awareness and a strong understanding of customer retention drivers. Desirable Experience working within telecommunications, SaaS, subscription-based services, fleet management, telematics or technology-led businesses. Salesforce reporting, CRM management or reason-code analysis experience. Experience supporting complaints, dispute resolution, administration, customer care or customer recovery teams, with a focus on delivering positive customer outcomes and continuous service improvement. Experience managing large-scale operational change and transformation programmes. Why Join Us? This is an opportunity to lead a business-critical function with significant visibility and influence. You'll join an established leadership team and be given the opportunity to shape strategy, improve performance and create meaningful change across the customer journey. With retention performance, customer experience and operational effectiveness central to our future growth, this role offers the chance to make genuine change while developing a diverse and evolving team. What can you expect of us? Your impact on Radius will be rewarded with a c…