Head of Retention and services

C4S Search Ltd; City Of London; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

A leading recruitment agency is seeking a Head of Retention and Services to lead strategic operations in London. This senior role focuses on enhancing member satisfaction and long-term engagement while managing a multidisciplinary team and multi-million-pound budgets. Candidates should have a robust background in retention strategies and data analysis, ideally within complex organisations. The position offers a hybrid working model, balancing in-office and remote work.

Qualifications

• Proven track record in leading complex organizations.
• Experience managing operational budgets.
• Skilled in data analysis and turning insights into action.

Responsibilities

• Lead member services and retention strategy.
• Deliver operational excellence and data-informed insight.
• Improve member satisfaction and engagement.

Skills

Leading retention and service operations

Managing multi-million-pound income streams

CRM systems (ideally Salesforce)

Data analysis and reporting

Team leadership

Education

Financial training or relevant qualification

Job description

Overview

Job Title: Head of Retention and Services
Location: London / Hybrid (3 days in office)
Salary: £50,000- £60,000 per annum
Way of Working: Full Time | Permanent | Hybrid

The Business

A purpose-led organisation with a national and international reach, committed to building inclusive experiences that support learning, connection, and innovation. With a large and growing membership base, the organisation plays a vital role in shaping public discourse and community impact. They are now seeking a Head of Retention and Services to lead the strategy and operations that ensure consistent value, improved retention, and long-term income sustainability.

The Head of Retention and Services Opportunity

This senior leadership role is responsible for leading member services and retention strategy, delivering operational excellence and data-infomed insight. You\'ll lead a multidisciplinary team focused on improving satisfaction, resolving issues, and strengthening long-term engagement. The role balances strategic planning with hands-on execution and offers significant influence on the organisation’s financial performance and member experience.

Your Key Skills

Required Skills & Experience:

• Proven track record in leading retention and service operations in complex organisations
• Experience managing multi-million-pound income streams and operational budgets
• Strong background in CRM systems (ideally Salesforce) and lifecycle engagement
• Demonstrated ability to lead teams and manage sensitive member issues
• Skilled in data analysis, reporting, and turning insight into strategic action

Desirable

• Experience in non-profit, membership, or purpose-driven organisations
• Familiarity with user experience design or behavioural science approaches
• Financial training or relevant qualification
• Understanding of online community management and moderation
• Experience delivering service automation and platform-based innovation

This is a rare opportunity to shape how people experience meaningful membership—through smart systems, thoughtful service, and strategic insight.