Retentions Manager

Curaleaf International; Sunderland; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Hybrid working arrangement

Private medical insurance

Life insurance

Free on-site parking

Career development opportunities

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

Data analysis

Power BI

Excel

Communication

Stakeholder management

Problem solving

Commercial mindset

Attention to detail

Education

GCSE English and Maths (C or equivalent)

Tools

Zendesk

Job description

Make a Difference to Every Patient Journey

At Curaleaf International, we're looking for an experienced, data-driven Retentions Manager to join our Customer Experience team and drive meaningful improvements across the patient journey.

You'll lead and develop a high-performing team, using data and patient feedback to understand why patients disengage, identify opportunities for improvement and deliver measurable retention results. Working collaboratively across the business, you'll turn insights into practical actions that improve service quality and address barriers to retention.

Combining strong people leadership with analytical thinking and commercial awareness, you'll drive continuous improvement while championing an ethical, patient-first approach that balances commercial objectives with the needs and best interests of our patients.

About Us

Curaleaf International is shaping the future of cannabis through its commitment to research and product excellence. Powered by a strong presence at all stages of the supply chain, its unique distribution network throughout Europe, Canada and Australasia brings together pioneering research with cutting-edge cultivation, extraction, and production. Amidst a rapid growth trajectory, the emphasis on quality and expertise aims to ensure the delivery of safe and legal cannabis.

Curaleaf International's network includes a clinic, pharmacy, and laboratory in the UK; cultivation and EU-GMP processing facilities in Portugal; an EU-GMP processing, quality assurance and research site in Spain; Four 20 Pharma wholesaler and distributor in Germany; a Polish wholesaler and clinic; and the EU-GMP producer Northern Green Canada.

Curaleaf International is part of Curaleaf Holdings, Inc., a leading international producer and distributor of consumer cannabis products.

Key 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 key metrics, including retention rates, save rates, contact rates and churn, focusing team activity on the greatest opportunities for improvement.
• Analyse data and identify trends: Use retention, complaints and patient feedback data to understand why patients disengage, identify gaps across the patient journey and recommend targeted interventions.
• Measure impact: Evaluate retention initiatives by comparing performance before and after interventions, identifying what works and making evidence-based recommendations.
• Report and influence: Provide clear, accurate reporting and actionable insights to senior leadership and key stakeholders, highlighting performance, risks, emerging trends and opportunities.
• Collaborate across teams: Work closely with Clinic, Pharmacy, Patient Services, Operations, Finance and Prescribing teams to resolve patient issues and remove barriers to retention.
• Understand the market: Monitor competitor activity and patient expectations to identify opportunities to strengthen our service and improve the overall patient proposition.

About You

We're looking for someone who combines strong leadership and communication skills with a hands-on, analytical approach.

You’ll ideally have:

• Previous experience managing or leading a team, including coaching, setting objectives and managing performance.
• Experience in customer retention, customer service, complaints, account management or a similar customer-facing environment.
• Strong data analysis skills, with experience working with large datasets, identifying trends and translating findings into practical business recommendations.
• Confident Microsoft Excel skills and experience using Power BI to analyse performance and communicate insights.
• Excellent communication and stakeholder management skills, with the confidence to present findings and influence decision-making.
• Strong problem-solveing, organisation and prioritisation skills, with excellent attention to detail.
• A commercial mindset and a genuine commitment to delivering an exceptional, patient-focused experience.
• Experience with CRM platforms such as Zendesk is desirable. Experience in healthcare, regulated services or subscription-based environments would also be beneficial but is not essential.
• Minimum qualification: GCSE English and Maths at grade C or equivalent.

What You Will Get From Us

• Following successful completion of your probation period, you will be eligible for a hybrid working arrangement.
• This will consist of 4 days per week in the office and 1 day per week working from home.

We do not just offer a job. We grow careers and provide a supportive environment where your contribution is valued.

You will receive:

• Competitive salary.
• Excellent holiday allowance.
• Private medical insurance.
• Life insurance.
• Free on site parking.
• Ongoing development opportunities.

Ready to make a difference?

If you're passionate about developing people, using data to drive improvements and delivering better patient experiences, we'd love to hear from you.

• Curaleaf International is committed to creating a diverse and inclusive workplace. We are an equal opportunity employer and welcome applications from all backgrounds.