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Head of Customer Retention – Motor
Job summary
A leading insurance business in the UK is seeking a Head of Customer Retention to enhance the renewal strategy. This executive role encompasses cross-functional leadership aimed at optimizing retention performance and achieving exceptional customer outcomes. The ideal candidate has a proven track record in customer retention, strong commercial acumen, and the ability to thrive in a fast-paced entrepreneurial environment. Flexible working with travel to major UK cities is required.
Qualifications
- Proven track record of owning and improving customer retention performance.
- Strong commercial and analytical capability.
- Experience in a complex, fast-paced environment.
Responsibilities
- Own the end-to-end customer renewal process.
- Develop strategies to maximise customer retention.
- Monitor and report on performance using data-driven insights.
Skills
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.
- 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.
- 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.
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.
Seniority level: Executive
Employment type: Full‑time
Job function: Other
Industries: Banking
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.