Head of Retentions
Primary stack
Job description
About the Position
Head of Retentions
Norwich, Norfolk
£40,000 to £45,000 per annum DOE
Join our growing fintech team as the Head of Retentions, leading customer success teams and driving business targets.
Responsibilities
- Lead, coach, and develop Team Leaders to achieve operational and customer success goals.
- Manage daily contact centre performance, including KPIs, SLAs, productivity, and quality.
- Support employee development through regular coaching, feedback, and performance management.
- Oversee workforce planning, resource allocation, and team performance.
- Identify opportunities to improve processes, customer journeys, and operational efficiency.
- Use data and reporting to monitor performance and recommend improvements.
- Drive adoption of new technology, systems, and ways of working.
- Ensure customer interactions meet high standards through quality monitoring and coaching.
Requirements
- Proven experience managing a contact centre or customer service operation.
- Experience leading Team Leaders or managers.
- Strong understanding of KPIs, SLAs, and performance management.
- Experience with coaching, employee development, and change management.
- Confident using data, dashboards, and reporting tools.
- Excellent communication and problem-solving skills.
- Experience within a technology or SaaS environment is desirable.
We Offer
- Company pension
- On-site parking
- Referral programme
About the Company
You’ll be part of a growing fintech company helping thousands of small businesses stay connected and keep trading. This is a great opportunity for someone who wants to build a career in retention, sales, or customer success with real earning potential.
Our Interview Process
Stage 1 – Initial Conversation
A short telephone conversation with a member of our Talent Team.
Stage 2 – Hiring Manager Interview
A face-to-face interview with the Hiring Manager to discuss your experience, skills, and suitability for the role.
We aim to keep our recruitment process straightforward, engaging, and respectful of your time.
© Epos Now. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
Enterprise Software