Head of Customer Retention Motor

Gerrard White; Manchester; Hybrid; GBP 150,000 - 200,000; Full time

Job summary

A leading insurance company is looking for a Head of Customer Retention to strategically enhance customer renewal processes and achieve retention excellence. You will coordinate with various departments to drive performance, using data analytics to inform decisions. This high-impact role allows you the autonomy to shape customer strategy while ensuring strong commercial results. If you are experienced in UK General Insurance and have exceptional stakeholder engagement skills, we encourage you to apply.

Qualifications

• Proven track record of owning and improving customer retention performance, ideally within UK General Insurance.
• Strong analytical capability with an eye for insight and opportunity.
• Experience thriving in a complex, fast-paced environment.

Responsibilities

• 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.
• Monitor and report on performance using data-driven insights.

Skills

Customer retention performance improvement

Commercial and analytical capability

Stakeholder engagement

Job description

Head of Customer Retention – Motor

Location :

Flexible working (travel to Manchester, Peterborough & London required)

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