Data-Driven Patient Retentions Manager

Curaleaf International; England; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Hybrid working arrangement

Private medical insurance

Life insurance

Free on site parking

Development opportunities

Excellent holiday allowance

Job summary

Curaleaf International is seeking an experienced, data-driven Retentions Manager to lead a high-performing team within our Customer Experience group. You will analyse retention metrics, patient feedback, and journey data to identify barriers and implement targeted improvements, balancing commercial goals with patient-centric care.

You will collaborate across Clinic, Pharmacy, Patient Services, Operations, Finance and Prescribing teams to drive improvements that reduce disengagement and improve

Qualifications

• Experience leading a team of retention or customer-facing professionals.
• Strong data analysis skills with ability to translate insights into practical actions.
• Proven ability to monitor retention metrics and drive improvements.
• Experience with CRM platforms such as Zendesk is desirable.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead and develop Retentions Executives through coaching, 1:1s, training and performance reviews.
• Monitor retention, save, contact and churn metrics to target opportunities.
• Use patient feedback and data to identify disengagement drivers and interventions.
• Measure impact of retention initiatives and report findings to senior leadership.
• Collaborate with Clinic, Pharmacy, Patient Services, Operations, Finance and Prescribing teams to resolve issues and remove barriers to retention.

Skills

Leadership

Data analysis

Power BI

Excel

Stakeholder management

Communication

Problem solving

Commercial mindset

CRM experience (Zendesk)

Education

GCSE English and Maths at grade C or equivalent

Tools

Power BI

Excel

Zendesk

Job description

Curaleaf International is seeking an experienced, data-driven Retentions Manager to lead a high-performing team within our Customer Experience group. You will analyse retention metrics, patient feedback, and journey data to identify barriers and implement targeted improvements, balancing commercial goals with patient-centric care.

You will collaborate across Clinic, Pharmacy, Patient Services, Operations, Finance and Prescribing teams to drive improvements that reduce disengagement and improve