Head of Customer Retention & Satisfaction

ExecThread; Sydney; On-site; AUD 180,000 - 240,000; Full time

Job summary

ExecThread seeks a Head of Customer Retention & Satisfaction to own the end-to-end retention strategy across Australia and New Zealand, spanning onboarding to long-term engagement. You will lead initiatives and work cross-functionally to improve satisfaction and reduce churn.

The role requires a strong analytical, commercially minded problem solver with a background in strategy consulting; you will influence senior stakeholders and drive commercial impact in a fast-moving fintech startup

Qualifications

• Background in strategy consulting is essential.
• Strong analytical and commercially minded problem solver.

Responsibilities

• Own end-to-end retention strategy across Australia and New Zealand.
• Lead retention initiatives from onboarding to long-term engagement.
• Improve customer satisfaction, retention, and engagement.
• Influence senior stakeholders with data-driven insights to drive commercial performance.

Skills

Strategy consulting

Stakeholder management

Job description

Head of Customer Retention & Satisfaction

The Company is seeking a Head of Customer Retention and Satisfaction to lead the charge in understanding and enhancing the customer experience. This pivotal role is not for the faint-hearted; it demands a strategic and hands-on approach to diagnosing and addressing the root causes of customer disengagement and churn. The successful candidate will be at the forefront of the customer journey, from onboarding to long-term engagement, and will be responsible for owning the end-to- end retention strategy across the Australian and

New Zealand markets. A background in strategy consulting is essential, as the role involves bringing together customer insight, product, and commercial performance to drive meaningful change. As the Head of Customer Retention and Satisfaction, you will be the driving force behind the company's commercial impact, with a focus on improving customer satisfaction, retention, engagement, and competitive positioning.

The ideal candidate will be a highly analytical and commercially minded problem solver, capable of making sense of complex information and influencing senior stakeholders. While direct retention or CX experience is not mandatory, a strategy toolkit from a top-tier consulting firm is highly valued. This is a unique opportunity to take genuine ownership of the customer experience in a fast-moving international business with a startup feel in the local market.

Functions:

• Strategy
• Product Marketing

Global fintech launching in Australia with a startup feel.