Head of Customer Retention

Keyloop; Reading; Remote; GBP 70,000 - 100,000; Full time

Job summary

Keyloop, a leader in automotive technology, seeks a Director of Customer and Retention. This strategic role focuses on enhancing customer experience, leading initiatives to improve retention and customer engagement. Join to shape the future of customer loyalty in a dynamic environment.

Benefits

Collaborative environment

Career development opportunities

Inclusive culture

Performance-based rewards

Qualifications

• Proven track record in customer retention or lifecycle management in a tech-enabled business.
• Strong ability to leverage customer data for strategy.
• Experience managing NPS or feedback programs.

Responsibilities

• Design and execute customer retention strategies across all markets.
• Define and optimise the end-to-end customer journey.
• Lead the NPS program and analyse customer feedback.

Skills

Analytical skills

Customer success

Stakeholder management

Change management

Commercial acumen

Job description

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers.

We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs.

We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience.Want to be part of it?

We are seeking a highly strategic and data-driven Director of Customer and Retention to lead our efforts in retaining existing customers, reducing churn, and improving Gross Revenue Retention (GRR). This role is critical to driving long-term customer value and loyalty by enhancing the customer experience, improving sentiment, and owning the full lifecycle of engagement post-sale.

Location: Remote / European

Reports to: Chief Customer Officer

Key Responsibilities

• Retention Strategy: Design and execute scalable, data-led strategies that drive customer retention and improve GRR across all markets and customer segments. These strategies will require cross-functional collaboration and delivery.
• Customer Journey Ownership: Define and own the end-to-end customer journey, ensuring it delivers value at every stage. Continuously optimise touchpoints to improve customer satisfaction and long-term engagement. Work with customers to better understand the delivery of value and the return on investment.
• Engagement Programs: Build and manage proactive customer engagement initiatives that increase usage, reduce risk of attrition, and foster advocacy.
• NPS Program Ownership: Lead the Net Promoter Score (NPS) program, from survey design and execution to deep-dive analysis and coordinated cross-functional action planning.
• Voice of the Customer (VoC): Establish and maintain VoC programs to systematically capture, analyse, and act on customer feedback, ensuring it informs business decisions and product development.
• Data & Insights: Work with the data and analytics teams to create dashboards and metrics to monitor retention performance. Identify trends and root causes of churn using quantitative and qualitative data. Work to identify risk, both at the customer level and any market / competitive pressures that might adversely impact retention.
• Customer Risk Management: Develop and implement early warning systems to identify and intervene in at-risk accounts. Build and maintain feedback processes that capture customer insights and inform Keyloop leadership about market sentiment.
• Product Feedback Loop: Partner with Product and Engineering to ensure that systemic customer issues are addressed, and enhancements are prioritised based on retention impact.

Experience & Skills

• Proven track record in customer retention, customer success, or lifecycle management in a SaaS or tech-enabled business.
• Strong analytical skills with experience in leveraging customer data to inform strategy.
• Deep experience managing NPS or similar feedback programs and translating results into action.
• Demonstrated ability to lead change cross-functionally and influence at all levels.
• Strong commercial acumen and understanding of revenue models, including GRR and churn metrics.
• Excellent communication and stakeholder management skills.
• Passionate about customer experience and delivering measurable outcomes.
• Experience in the automotive sector is a plus but not essential.

Why join us?

We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way.

An inclusive environment to thrive

We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day.

Be rewarded for your efforts

We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration.

Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials.

We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply.