Customer Retention Lead

Overview

In this strategic, execution‑oriented role, you will lead initiatives to boost customer retention, reduce churn, and unlock upsell and cross‑sell opportunities to drive revenue. You will collaborate across marketing, data/analytics, finance, and other functions to align retention efforts with the company’s growth. The role combines strategic planning with hands‑on delivery in a subscription-based business. You will join a high‑growth environment with strong progression potential and a clear impact on customer lifetime value.

Pay / Benefits

• bonus (20%)
• benefits
• hybrid work arrangement (London)

Responsibilities

• Increase customer retention and reduce churn
• Drive upsell and cross‑sell opportunities to grow revenue
• Lead cross‑functional collaboration across marketing, data/analytics, and finance
• Develop and execute retention strategies and campaigns
• Balance strategic direction with hands-on implementation
• Support the company’s growth trajectory through retention initiatives

Key requirements

• Extensive experience in CRM / customer retention in a subscription-based business (telco/telecoms, mobile, broadband, utilities, TV, entertainment)
• Proven track record in reducing customer churn
• Strong analytical and data-driven mindset
• Excellent stakeholder management and communication skills
• Background in roles such as Customer Marketing Manager, CRM Manager, Lifecycle Marketing Manager or similar

• Stakeholder management
• Communication
• Analytical thinking
• CRM platforms experience
• Data analysis and interpretation
• Lifecycle marketing knowledge

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