Retention Manager – Patient Experience (Hybrid)

Curaleaf International; United Kingdom; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Excellent holiday allowance

Private medical insurance

Life insurance

Free on-site parking

Job summary

Curaleaf International is seeking an experienced, data-driven Retentions Manager to join our Customer Experience team and drive improvements across the patient journey in the UK. You will lead and develop a high-performing team, using data and feedback to understand disengagement, identify opportunities and deliver measurable retention results.

Combining leadership with analytical thinking and commercial awareness, you’ll drive continuous improvement while upholding an ethical, patient-first

Qualifications

• Previous experience managing or leading a team, including coaching and performance management.
• Experience in customer retention, customer service, complaints, account management or a similar environment.
• Strong data analysis skills, with experience working with large datasets and identifying trends.
• Proficient in Excel and Power BI to analyse performance and communicate insights.
• Excellent communication and stakeholder management with the ability to influence decisions.
• Strong problem-solving, organisation and prioritisation with attention to detail.
• Commercial mindset and a patient-focused approach balancing commercial needs.
• Experience with Zendesk or similar CRM platforms; healthcare or regulated services experience is a plus.
• GCSE English and Maths at grade C or equivalent.

Responsibilities

• Lead and develop the team: Manage, coach and support Retentions Executives through regular one-to-ones, training, quality reviews and performance management.
• Drive retention performance: Monitor metrics including retention rates, save rates, contact rates and churn, focusing on opportunities for improvement.
• Analyse data and identify trends: Use retention, complaints and patient feedback data to understand disengagement and gaps.
• Measure impact: Evaluate retention initiatives by comparing performance before and after interventions.
• Report and influence: Provide clear reporting and actionable insights to senior leadership and stakeholders.
• Collaborate across teams: Work with Clinic, Pharmacy, Patient Services, Operations, Finance and Prescribing to resolve issues.
• Understand the market: Monitor competitor activity and patient expectations to strengthen service and patient proposition.

Skills

People leadership

Data analysis

Excel

Power BI

Stakeholder mgmt

Communication

Problem solving

Commercial mindset

Zendesk CRM

Healthcare experience

Education

GCSE English & Maths

Tools

Zendesk

CRM platforms

Job description

Curaleaf International is seeking an experienced, data-driven Retentions Manager to join our Customer Experience team and drive improvements across the patient journey in the UK. You will lead and develop a high-performing team, using data and feedback to understand disengagement, identify opportunities and deliver measurable retention results.

Combining leadership with analytical thinking and commercial awareness, you’ll drive continuous improvement while upholding an ethical, patient-first