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
Inaugural high-impact role in a fast-growing, service-led business, pivotal at the intersection of customer experience, retention, and strategic leadership.
Forming the customer experience at the core of every decision, you will lead the strategy for client engagement, satisfaction, and retention, closely partnering with Sales, Service, and Technology to deliver an industry-leading service.
Reporting to senior leadership, you will take full ownership of the client journey—from onboarding through service delivery, ensuring satisfaction and long-term retention. Ideal for an experienced Professional Services or high-volume Shared Services leader, this is an opportunity to shape impactful service transformation at genuine scale.
Key Responsibilities
- Lead and scale exceptional service: Develop and nurture Client Solutions and Retention teams to deliver outstanding service at scale.
- Own client engagement: Oversee strategy and execution across onboarding, service delivery, satisfaction, and retention.
- Strategic partnering: Work closely with Sales, Service, and Technology to advance client experience, reputation, and AI-driven innovation.
- Inform leadership: Present critical insights, market trends, and performance data to senior leadership and the Executive team.
- Drive transformation: Initiate and manage service projects that enhance operational efficiency and client outcomes.
- Risk mitigation: Monitor client sentiment and SLA performance, identifying and resolving emerging risks proactively.
- Reduction of attrition: Conduct root-cause analysis of cancellations and drive cross-team collaboration to reduce attrition.
- Journey optimisation: Improve onboarding, payment, and scheduling processes for a seamless end-to-end experience.
- Team leadership: Build a high-performing, customer-centric team, fostering a collaborative and innovative problem-solving culture.
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Requirements
- Proven experience as a Customer Solutions/ Customer Experience, Client Success, or Retention leader with a commercial mindset.
- Pragmatic problem-solving approach, with hands-on experience in managing large-scale service transformations.
- Exceptional influence and communication skills, able to engagement with senior stakeholders and drive holistic change.
- Demonstrated success in building high-performing teams and ethical problem-solving.
- Experience in Professional Services, SaaS, or subscription-based environments is highly desirable; direct commercial acumen expected.
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Why Join Us
- Commercial ascent: Operate in a service-led, client-first business where the culture revolves around customer experience driving strategy.
- Career growth: Access exposure to engagement, retention, technology, and strategic operations, accelerating your trajectory as a progressive commercial leader.
- Competitive package: Offering Basic Salary + Car Allowance + Bonus + Comprehensive Benefits Suite.
- Cultural fit: Thrive in a fast-paced, collaborative, entrepreneurial, and innovative workplace.
For proactive leaders determined to elevate customer-centric strategy—let’s create impact together.
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