Head of Customer Retention & Growth

Vested Talent Ltd; Kenilworth; 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 for the Central region in the UK. You will lead customer services, client services and account management across domestic and commercial accounts to drive retention, revenue and margins.

You report to the Director of Customer Retention & Growth, lead a team of about 20 (peaking 23), and align service commitments with regional performance, with a focus on developing people and improving outcomes.

Qualifications

• Experience leading 15+ staff across multiple teams with P&L or margin accountability.
• Proven track record in customer services, contact centres or account management.
• Comfort with commercial data and the ability to act on insights.

Responsibilities

• Lead customer services, client services and account management for the Central region.
• Own regional outcomes: service quality, retention, revenue and margin.
• Report to the Director of Customer Retention & Growth and collaborate with Regional Head of Operations.
• Recruit, develop and plan succession for the regional team.

Skills

Leadership

P&L accountability

Margin accountability

Multi-team leadership

Customer operations

Job description

Senior customer leadership role managing the Central 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 Kenilworth, Warwickshire.

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

The role

You lead customer services, client services and account management for the Central 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.

You will likely come from a business where customers range from high-volume domestic buyers to long-term managed accounts. You may currently be a Head of Customer Services, Head of Customer Retention, Head of Account Management or Senior Contact Centre Leader looking for a broader regional remit.

A parallel role is open in the South region, based near Eastleigh, Hampshire.