Head of Retention Marketing

Head of Retention Marketing

Location: Walsall

Type: Hybrid: 2 days in the office, 3 days remote

About the Role

We’re looking for a strategic and results-driven Head of Retention Marketing to lead and elevate our customer retention and communications efforts at HML. In this key leadership role, you’ll manage the entire customer journey—from onboarding through to renewal—ensuring our customers fully experience the value of our products and services. Your insights and strategies will help boost customer loyalty, reduce cancellations, and improve overall customer satisfaction.

What You’ll Do

• Drive Retention Strategy: Develop and execute data-driven retention plans across all channels to achieve commercial goals and enhance customer outcomes.
• Lead Stakeholder Collaboration: Partner with Product, Pricing, and Service Operations teams to align retention initiatives with business priorities.
• Optimize Customer Journeys: Continuously improve welcome, in-life, and renewal communications to deliver best-in-class customer experiences and reduce churn.
• Manage Budget and Forecasts: Oversee retention budgets, forecast updates, and identify growth opportunities while managing risks.
• Test & Learn: Design and implement test plans to refine retention strategies based on performance data.
• Ensure Compliance: Guarantee all communications comply with FCA regulations, including Treating Customers Fairly and Consumer Duty.
• Analyze & Report: Monitor key metrics like retention rates and complaints, using insights to drive continuous improvement.
• Lead & Develop Your Team: Build a high-performing team, fostering innovation, collaboration, and ongoing skills development.

What We’re Looking For

• Degree or equivalent experience.
• Proven experience leading retention or customer communications strategies, ideally within financial services.
• Strong understanding of FCA regulations, Consumer Duty rules, and financial promotions compliance.
• Excellent marketing planning, stakeholder management, and communication skills.
• High numeracy skills and comfort with ROI modelling and data analysis.
• Demonstrated leadership ability to motivate and develop a team.
• Customer-focused with a commercial mindset and a track record of delivering results.
• Desirable: Professional marketing qualifications (IDM, CIM) and experience specifically in financial services marketing.

Why Join Us?

At HML, we believe that exceptional customer retention starts with understanding our customers’ needs and delivering meaningful, compliant communications that make a difference. Join us to shape the future of customer loyalty, lead a passionate team, and make a tangible impact on our business success.