The Portfolio Group
Head of Customer Solution & Retention (Associate Director Level)
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Head of Customer Solution & Retention (Associate Director Level)
Senior Customer Solutions and Retention Leader
An exciting leadership opportunity for a seasoned Customer Solutions and Retention professional, central to a fast-growing, service-driven organisation with a high-performance culture.
This is a commercial, client-first role where the customer experience underpins every decision. You’ll lead the strategy for client engagement, satisfaction and retention, collaboratively supporting Sales, Service and Technology teams to deliver an exceptional service that clients depend on daily.
Reporting to senior leadership, you’ll oversee the full client journey—from onboarding to service delivery, satisfaction and retention—while acting as a strategic partner across the business. This role is ideal for a proven leader from a Professional Services or high-volume Shared Services background, enabling you to drive service transformation at scale.
The Role
- Lead and develop Client Solutions and Retention teams to deliver outstanding service at scale
- Own the client engagement strategy, covering onboarding, service delivery, satisfaction and retention
- Partner with Sales, Service and Technology to enhance client experience, reputation, and AI-driven innovation
- Present insights, trends and performance metrics directly to senior leadership and the Executive team
- Drive service transformation projects that enhance efficiency and client outcomes
- Monitor client sentiment and SLA performance, identifying and resolving emerging risks proactively
- Reduce cancellations and attrition through root-cause analysis and cross-functional collaboration
- Improve onboarding, payments and scheduling processes to strengthen the end-to-end client journey
- Build a high-performing, customer-centric team, fostering a culture of creative problem-solving
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Requirements
You must have:
- Proven leadership experience in Customer Solutions, Customer Experience, Client Success or Retention
- A strong commercial mindset with a pragmatic, solutions-focused approach
- Exceptional communication skills, including the ability to influence senior stakeholders
- Track record of managing large-scale service transformation
- Ability to build and drive high-performing teams
- Experience in a SaaS, subscription, or Professional Services environment is highly desirable
- Strong commercial acumen
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Why Apply?
This is a highly commercial, client-led business where customer experience shapes strategic decisions. Successful candidates will gain:
- Broad exposure across client engagement, retention, technology and operations
- A platform to accelerate career growth in an entrepreneurial, innovative environment
- A competitive compensation package, including Basic + Car Allowance + Bonus + Benefits
- Fast-paced, collaborative work with room for ambition and innovation
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