Head of Customer Retention & Growth

Senior customer leadership role managing the Central Region.

Vested Talent is appointing a Head of Regional Customer Retention & Growth for an established UK distribution business. The business serves both B2C and B2B customers, with a significant active customer base.

Location: within commuting distance of Kenilworth, Warwickshire.

Up to £70,000 base + 25% bonus + company car allowance.

The role

You lead customer services, client services and account management for the Central region. You own the region’s customer outcomes: service quality, retention, revenue and margin across domestic and commercial accounts. A large share of the business’s existing customer revenue runs through your team and the bonus is tied to regional performance.

You report to the Director of Customer Retention & Growth. You work alongside the Regional Head of Operations, your peer, so that service commitments to customers are delivered on the ground.

Your team

• Around 20 people, rising to 23 at seasonal peak
• Two direct reports: an Internal Customer Retention & Growth Manager and a Senior Regional Key Account Manager
• Customer services, internal account management and key account management, run to one standard

What the role demands

• Every customer contact is handled well and leaves the relationship stronger. Where there is a chance to do more for the customer, your team takes it.
• You track service, retention, revenue and margin together, and you step in early when any of them drifts.
• You use customer and margin data to decide where the team’s effort goes.
• You raise problems early instead of absorbing them.
• You recruit, develop and plan succession across the regional team.

What you bring

• Leadership of a multi-team customer operation of 15+ people, with P&L or margin accountability.
• A track record of managing managers.
• Experience in customer services, a contact centre, client services or account management.
• Comfort with commercial data and the confidence to act on it.

You will likely come from a business where customers range from high-volume domestic buyers to long-term managed accounts. You may currently be a Head of Customer Services, Head of Customer Retention, Head of Account Management or Senior Contact Centre Leader looking for a broader regional remit.

If you’ve led a service operation that keeps customers and grows them, we’d like to hear from you. Every conversation is handled in confidence.

A parallel role is open in the South region, based near Eastleigh, Hampshire.