Head of Membership Retention and Services

GORDON YATES; London; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

A forward-thinking, purpose-led organization is seeking a Head of Membership Retention & Services to drive member engagement and retention through innovative strategies and data-led approaches. This pivotal leadership role involves developing retention strategies, managing a high-volume support team, and fostering a culture of excellence and inclusion.

Benefits

Generous benefits package

Qualifications

• Proven success in a membership or subscription-based retention role.
• Experience leading high-performing teams and managing service operations.
• Strong analytical and CRM experience.

Responsibilities

• Lead the development of a membership retention strategy.
• Monitor income performance and renewals.
• Manage a team of six and improve service delivery.

Skills

Analytical skills

Leadership

CRM

Collaboration

Tools

Salesforce

Marketing Cloud

Job description

Head of Membership Retention & Services
Location:Full-time - Hybrid – London based Office (3 days per week in office, 2 days WFH)
Salary:£50,000-£60,000 per annum (dependent on experience)
Contract:Permanent, Full-time

We’re recruiting on behalf of our client – a forward-thinking, purpose-led organisation driving meaningful change in society – for aHead of Membership Retention & Services.

This is a high-impact leadership role focused on ensuring long-term engagement and delivering exceptional membership value through innovative services, data-led strategy, and collaborative leadership. You’ll play a pivotal part in stewarding a significant income stream and building a community that thrives on inclusion, purpose, and excellence.

Key Responsibilities

• Lead the development and delivery of an insight-led membership retention strategy
• Manage and improve operational service delivery, including a high-volume member support team
• Monitor income performance, sentiment, and renewal metrics, reporting to senior leadership
• Design and deliver targeted, high-impact retention campaigns informed by behavioural insight
• Champion service innovation and digital tools (Salesforce and Marketing Cloud) to optimise processes
• Provide senior-level escalation and resolution of complex member issues
• Manage and develop a team of six, fostering a culture of excellence, inclusion and accountability

What You’ll Bring

• Proven success in a membership or subscription-based retention role
• Experience leading high-performing teams and managing service operations
• Strong analytical and CRM (Salesforce preferred) experience
• Deep understanding of member lifecycle, segmentation, and engagement strategies
• A collaborative, data-informed, and people-first leadership style

Why Join?Alongside purposeful work, our client offers a generous benefits package to support your wellbeing, development, and work-life balance.

Interested?
Apply today or get in touch for a confidential conversation.