Head of Retention & Services

JR United Kingdom; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading charity recruitment specialist is seeking a Head of Fellowship Retention and Services to strategically lead a dynamic team in delivering excellence in member services. This role involves overseeing a significant budget and driving impactful member engagement strategies to enhance financial sustainability.

Qualifications

• Extensive leadership experience in membership or fellowship recruitment and retention.
• Proven success in managing multi-million-pound income streams.
• Strong expertise in data governance and compliance.

Responsibilities

• Develop and deliver retention strategies to ensure financial sustainability.
• Lead Services team to ensure excellent service delivery and manage member queries.
• Use data insights to drive retention initiatives and improve renewal rates.

Skills

Leadership

Analytical skills

Interpersonal skills

Project management

Tools

CRM systems

Salesforce

Job description

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Head of Retention & Services, london (city of london)

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Client:

Harris Hill Charity Recruitment Specialists

Location:

london (city of london), United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

27.06.2025

Expiry Date:

11.08.2025

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Job Description:

Head of Fellowship Retention and Services

Location: London Tues-Thursday. Monday and Friday home-based

Contract: Permanent, Full-time

Are you a strategic leader with a passion for membership engagement and income stewardship? We are seeking an experienced Head of Fellowship Retention and Services to lead a dynamic team dedicated to delivering outstanding member services and driving retention. This pivotal role will oversee a significant income stream and ensure the ongoing engagement and satisfaction of a prestigious fellowship network.

About the Role

Reporting directly to the Director of Fellowship, you will be responsible for shaping and delivering retention strategies that underpin long-term financial sustainability. Leading a busy Services team, you will ensure excellent day-to-day service delivery, handle high volumes of member queries, and manage complex issues with diplomacy and care.

Using data-led insights and innovative campaign approaches, you will develop targeted retention initiatives, continuously improving renewal rates and fostering a strong sense of belonging among members. With responsibility for a budget of approximately £280K and generating nearly £6 million in annual income, this role is crucial to the organisation’s financial resilience and mission.

Who We’re Looking For

• Extensive leadership experience in membership or fellowship recruitment, retention, and service delivery.
• Proven success in stewarding multi-million-pound income streams.
• Strong expertise in CRM systems, preferably Salesforce, with a focus on data governance and compliance.
• Analytical, data-driven, and highly strategic with excellent project management skills.
• Exceptional interpersonal and communication skills, able to influence at senior levels.
• Committed to inclusivity, continuous improvement, and delivering impactful member experiences.

If you are ready to take on a role where you can make a measurable impact on member engagement and financial sustainability, we want to hear from you.

Please note, CVs are being reviewed on a rolling basis and only successful applicants will be contacted with more information.

As leading charity recruitment specialists and a certified B Corp, Harris Hill is committed to high and ever-improving standards of equitable and inclusive recruitment. We actively welcome applications from all sections of the community regardless of age, disability, gender, race, religion, sexuality and other protected characteristics.