Patient Experience & Retention Lead

Curaleaf International; Sunderland; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid working arrangement (4 days in-

per week in office, 1 day remote)

Job summary

Curaleaf International is seeking an experienced Retentions Manager in Sunderland, UK to lead a high-performing team and drive patient-focused retention improvements across the journey. You will use data and feedback to identify disengagement causes and implement measurable actions that enhance service quality.

The role combines leadership with analytical thinking and commercial awareness, balancing business needs with patient wellbeing, while collaborating with Clinic, Pharmacy, and Patient

Qualifications

• Experience leading retention/customer-facing teams and driving improvements.
• Strong data analysis skills with ability to translate findings into business actions.
• Proficient in Excel; adept at using Power BI for performance insights.
• Excellent communication and stakeholder management to influence decisions.

Responsibilities

• Lead and develop Retentions Executives through coaching, reviews and performance management.
• Monitor retention metrics, save rates, contact rates and churn to identify improvement opportunities.
• Analyse retention and patient feedback data to uncover gaps and interventions.
• Measure impact of retention initiatives and report to senior leadership.
• Collaborate with Clinic, Pharmacy, Patient Services, Operations and Finance to remove retention barriers.
• Understand market and patient expectations to strengthen service proposition.

Skills

Leadership

Data analysis

Power BI

Excel

Zendesk

Stakeholder management

Communication

Problem-solving

Commercial mindset

Education

GCSE English and Maths (C or equivalent)

Tools

Zendesk

Job description

Curaleaf International is seeking an experienced Retentions Manager in Sunderland, UK to lead a high-performing team and drive patient-focused retention improvements across the journey. You will use data and feedback to identify disengagement causes and implement measurable actions that enhance service quality.

The role combines leadership with analytical thinking and commercial awareness, balancing business needs with patient wellbeing, while collaborating with Clinic, Pharmacy, and Patient