Head of Customer Retention Motor

Markerstudy Ltd; Manchester, Greater London; Hybrid; GBP 70,000 - GBP 90,000; Full time

Job summary

A leading insurance company in the UK is seeking an exceptional Head of Customer Retention - Motor to oversee the renewal strategy and performance. This impactful role involves leading cross-functional initiatives to enhance customer retention and commercial outcomes. The ideal candidate will have a proven track record in improving retention metrics, strong analytical skills, and adeptness in stakeholder engagement. This position offers significant executive visibility and the chance to shape pivotal business strategies.

Qualifications

• Proven track record of owning and improving customer retention performance.
• Strong commercial and analytical capability.
• Excellent stakeholder engagement and influencing skills.

Responsibilities

• Own the end-to-end customer renewal process and deliver measurable improvement.
• Develop strategies to maximize customer retention and lifetime value.
• Monitor and report on performance using data-driven insight.

Skills

Customer retention performance

Commercial and analytical capability

Stakeholder engagement

Strategic implementation

Job description

Head of Customer Retention - Motor

Location: Flexible working (travel to Manchester, Peterborough & London required)

Lead the strategy. Drive the numbers. Shape the customer journey.

We’re looking for an exceptional Head of Customer Retention - Motor to take ownership of our end-to-end renewal strategy and performance. This high impact role offers the opportunity to define and deliver retention excellence across one of the UK’s leading insurance businesses.

Reporting directly to the Commercial Director, you’ll lead cross functional collaboration across pricing, operations, proposition, and risk & compliance to optimise retention performance and ensure outstanding customer and commercial outcomes.

What You’ll Do

• Own the end-to-end customer renewal process, from identifying opportunities to delivering measurable improvement.
• Develop and implement strategies that maximise customer retention and lifetime value.
• Chair the monthly retention performance session, bringing together business leads to review performance, share insights, and agree action plans.
• Partner closely with pricing, operations, proposition, and risk teams to align retention strategies with wider business goals.
• Monitor and report on performance, using data driven insight to drive decision making.
• Identify, prioritise, and execute high value commercial opportunities that support growth and profitability.

What You’ll Bring

• Proven track record of owning and improving customer retention performance, ideally within UK General Insurance.
• Clear understanding of what top quality performance looks like and the ability to deliver it.
• Strong commercial and analytical capability, with an eye for insight and opportunity.
• Experience thriving in a complex, multi brand, fast paced, entrepreneurial environment.
• Excellent stakeholder engagement and influencing skills, with the ability to communicate priorities and gain buy in at senior levels.

Why Join Us

This is a unique opportunity to lead a mission critical part of the business and make a direct impact on both customer outcomes and commercial success. You’ll have executive visibility, the autonomy to shape strategy, and the support of a talented, cross functional team focused on delivering exceptional results.