Head of Retention & Services

Harris Hill Charity Recruitment Specialists; London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

A prestigious non-profit organization in London is seeking a strategic and experienced Head of Fellowship Retention and Services. This pivotal role involves leading a dynamic team to enhance member engagement and ensure financial sustainability through innovative retention strategies. The ideal candidate will bring extensive leadership experience, a track record of managing substantial income streams, and adept skills in data-driven decision making and project management.

Qualifications

• Extensive leadership experience in membership recruitment and retention.
• Proven track record in managing significant income streams.
• Analytical and data-driven with excellent project management skills.

Responsibilities

• Lead the development and implementation of retention strategies.
• Ensure excellent member service delivery and satisfaction.
• Oversee a budget of approximately £280K.

Skills

Leadership

Strategic Planning

Stakeholder Engagement

Data-Driven Decision Making

Communication

Tools

CRM Systems (Salesforce preferred)

Job description

Harris Hill Charity Recruitment Specialists provided pay range

This range is provided by Harris Hill Charity Recruitment Specialists. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Harris Hill Charity Recruitment Specialists

Director - Projects, Programmes and Business Support Harris Hill Charity Recruitment Specialists

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.

For more information, please submit your CV to [e-mail]

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Non-profit Organizations

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