Head of Customer Retention Motor

Gerrard White; Eccles; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading UK insurance firm is seeking a Head of Customer Retention to oversee the renewal strategy and retention performance. The ideal candidate will have a proven track record in customer retention within UK General Insurance and strong commercial insight. This strategic role offers the opportunity to drive customer journey excellence and collaborate with various business units to optimize performance. Candidates should possess excellent stakeholder engagement skills and thrive in a fast-paced, complex environment. Flexibility in location with travel to Manchester and London required.

Qualifications

• Proven track record of improving customer retention performance within UK General Insurance.
• Strong commercial and analytical capabilities with an eye for insight.
• Experience in a complex, multi-brand, fast-paced environment.

Responsibilities

• Own the end-to-end customer renewal process for performance improvement.
• Develop strategies to maximize customer retention and lifetime value.
• Monitor and report on performance driven by data insights.

Skills

Commercial and analytical capability

Stakeholder engagement

Insight and decision making

Job description

Head of Customer Retention – Motor Location : Flexible working (travel to Manchester, Peterborough & London required) Lead the strategy.

Find out exactly what skills, experience, and qualifications you will need to succeed in this role before applying below.

Drive the numbers.

Shape the customer journey.

We're looking for an exceptional Head of Customer Retention – Motor to take ownership of our end-to-end renewal strategy and performance.

This high impact role offers the opportunity to define and deliver retention excellence across one of the UK's leading insurance businesses.

Reporting directly to the Commercial Director, you'll lead cross functional collaboration across pricing, operations, proposition, and risk & compliance to optimise retention performance and ensure outstanding customer and commercial outcomes.

What You'll Do Own the end-to-end customer renewal process, from identifying opportunities to delivering measurable improvement.

Develop and implement strategies that maximise customer retention and lifetime value.

Chair the monthly retention performance session, bringing together business leads to review performance, share insights, and agree action plans.

Partner closely with pricing, operations, proposition, and risk teams to align retention strategies with wider business goals.

Monitor and report on performance, using data driven insight to drive decision making.

Identify, prioritise, and execute high value commercial opportunities that support growth and profitability.

What You'll Bring Proven track record of owning and improving customer retention performance, ideally within UK General Insurance.

Clear understanding of what top quality performance looks like and the ability to deliver it.

Strong commercial and analytical capability, with an eye for insight and opportunity.

Experience thriving in a complex, multi brand, fast paced, entrepreneurial environment.

Excellent stakeholder engagement and influencing skills, with the ability to communicate priorities and gain buy in at senior levels.

Why Join Us This is a unique opportunity to lead a mission critical part of the business and make a direct impact on both customer outcomes and commercial success. xsabvtc

You'll have executive visibility, the autonomy to shape strategy, and the support of a talented, cross functional team focused on delivering exceptional results.