Retention Leader: Patient Experience & Analytics (Hybrid)

Curaleaf International; Sunderland; Hybride; GBP 55 000 - 85 000; Plein temps

Avantages offerts par ce poste

Hybrid working arrangement

Private medical insurance

Life insurance

Free on-site parking

Career development opportunities

Résumé du poste

Curaleaf International is seeking an experienced Retentions Manager to lead a high-performing team within the Customer Experience function. You will use data and patient feedback to reduce disengagement and drive measurable retention improvements across the patient journey.

Combining strong leadership with analytical thinking and commercial awareness, you will champion an ethical, patient-first approach while balancing commercial objectives.

Qualifications

• Experience leading a team and coaching, setting objectives and performance.
• Experience in customer retention, customer service, complaints, account management or similar.
• Strong data analysis skills with large datasets and turning insights into actions.
• Proficient in Microsoft Excel and Power BI for performance analysis.
• Excellent communication and stakeholder management with ability to influence decisions.
• Strong problem-solving, organisation and prioritisation with attention to detail.
• Commercial mindset and commitment to patient-focused experience.

Responsabilités

• Lead and develop Retentions Executives through coaching, reviews, and performance management.
• Drive retention performance by monitoring metrics and prioritising opportunities.
• Analyse retention, complaints and feedback data to identify disengagement drivers.
• Measure impact of retention interventions and provide evidence-based recommendations.
• Report and influence senior leadership with clear insights and risks.
• Collaborate with Clinic, Pharmacy, Patient Services, Operations, Finance and Prescribing teams to resolve issues.
• Monitor market and patient expectations to strengthen service and proposition.

Connaissances

Leadership

Data analysis

Power BI

Excel

Communication

Stakeholder management

Problem solving

Commercial mindset

Attention to detail

Formation

GCSE English and Maths (C or equivalent)

Outils

Zendesk

Description du poste

Curaleaf International is seeking an experienced Retentions Manager to lead a high-performing team within the Customer Experience function. You will use data and patient feedback to reduce disengagement and drive measurable retention improvements across the patient journey.

Combining strong leadership with analytical thinking and commercial awareness, you will champion an ethical, patient-first approach while balancing commercial objectives.