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Head of Digital Customer Retention

We are looking for an experienced Head of Digital Customer Retention with a strong digital background to drive customer retention and long-term engagement. This role focuses on ensuring customers see real value in the company’s budgeting tool within the app, encouraging them to stay beyond the initial onboarding period.

Working closely with cross-functional teams, you will optimise the customer journey, enhance in-app experiences, and develop retention strategies that demonstrate the real value of the backing account. With marketing already acquiring new customers successfully, this role will focus on keeping them engaged.

Key Responsibilities

Develop and implement customer retention strategies to improve engagement and long-term retention.

Enhance the budgeting tool to ensure it provides clear, tangible value to users.

Analyse customer behaviour, engagement metrics, and drop-off points to drive product improvements.

Work closely with marketing, UX/UI, and development teams to refine the customer journey.

Gather feedback from users to refine features and improve the overall experience.

Liaise with internal teams and senior leadership to align retention strategies with business goals.

Key Requirements

Experience with subscription based products.

Proven experience as a Product Owner, Product Manager, or Senior Digital Lead in a customer-focused role.

Strong background in digital product development, ideally within financial services, fintech, or subscription-based businesses.

Experience with customer engagement, retention strategies, and reducing churn.

Familiarity with budgeting tools, personal finance apps, or similar customer-driven digital products.

Data-driven mindset with the ability to analyse user behaviour and make informed product decisions.

Excellent stakeholder management and communication skills.

Why Join?

Opportunity to shape a key digital product and deliver real customer value.

Work within a growing, innovative team with a strong digital presence.

Competitive salary and benefits package.

Hybrid working

If you have a passion for customer experience, digital engagement, and retention, we’d love to hear from you!

Head of Digital Customer Retention