Head of Customer Retention & Growth

Vested Talent Ltd; Eastleigh; On-site; GBP 63,000 - 77,000; Full time

Benefits offered by this job

Company car allowance

Job summary

Vested Talent Ltd is seeking a Head of Regional Customer Retention & Growth to lead the Southern Region for a UK distribution business serving both B2C and B2B customers. Location is within commuting distance of Eastleigh, Hampshire.

You will lead customer services, client services and account management for the South region, owning outcomes across service quality, retention, revenue and margin. A strong track record of managing managers and data-driven decision-making is essential.

Qualifications

• Experience leading a multi-team customer operation (15+ people) with margin accountability.
• Proven track record of managing managers in service or account management.
• Comfort with commercial data and acting on insights.

Responsibilities

• Lead customer services, client services and account management for the South region.
• Own regional customer outcomes: service quality, retention, revenue and margin.
• Monitor metrics and intervene early when any metric drifts.
• Recruit, develop and plan succession across the regional team.

Skills

Leadership

P&L accountability

Customer service leadership

Account management

Data analysis

Job description

Senior customer leadership role managing the Southern Region.

Vested Talent is appointing a Head of Regional Customer Retention & Growth for an established UK distribution business. The business serves both B2C and B2B customers, with a significant active customer base.

Location: within commuting distance of Eastleigh, Hampshire

Up to £70,000 base + 25% bonus + company car allowance.

The role

You lead customer services, client services and account management for the South region. You own the region’s customer outcomes: service quality, retention, revenue and margin across domestic and commercial accounts. A large share of the business’s existing customer revenue runs through your team and the bonus is tied to regional performance.

You report to the Director of Customer Retention & Growth. You work alongside the Regional Head of Operations, your peer, so that service commitments to customers are delivered on the ground.

Your team

• Around 20 people, rising to 23 at seasonal peak.
• Two direct reports: an Internal Customer Retention & Growth Manager and a Senior Regional Key Account Manager.
• Customer services, internal account management and key account management, run to one standard.

What the role demands

• Every customer contact is handled well and leaves the relationship stronger. Where there is a chance to do more for the customer, your team takes it.
• You track service, retention, revenue and margin together, and you step in early when any of them drifts.
• You use customer and margin data to decide where the team’s effort goes.
• You raise problems early instead of absorbing them.
• You recruit, develop and plan succession across the regional team.

What you bring

• Leadership of a multi-team customer operation of 15+ people, with P&L or margin accountability.
• A track record of managing managers.
• Experience in customer services, a contact centre, client services or account management.
• Comfort with commercial data and the confidence to act on it.

A parallel role is open in the Central region, based near Kenilworth, Warwickshire.