Interim Head of Customer Retentions (6 months FTC)
We’re Quickline, and we believe everyone deserves great internet. Whoever you are, wherever you are and whatever you do online – our customers are at the heart of everything we do. So we’re on a mission to provide lightning fast, reliable broadband that reaches the places other providers leave behind.
Our mission relies on a team full of inspiring, customer‑obsessed people, and we’re looking for an Interim Head of Customer Retentions with proven experience in customer retention, churn reduction and revenue protection within a recurring‑revenue environment to help us build and improve our FTTH retention capability, reduce customer churn and protect revenue while creating a scalable retention operation for the future.
Responsibilities
- Lead the development of Quickline’s FTTH retention strategy and shape how we retain and support our customers.
- Build and implement retention processes, playbooks and controls that deliver measurable business impact.
- Work across Customer Operations, Product, Technology, Finance and Marketing to drive positive customer outcomes.
- Evaluate and help mobilise future retention delivery models, including in-house, outsourced and hybrid approaches.
- Make a lasting impact by creating a retention capability that can successfully continue beyond the interim assignment.
Qualifications
- Proven success in customer retention, churn reduction, lifecycle management or revenue protection within a subscription or recurring‑revenue environment.
- Strong commercial awareness with an understanding of key retention metrics such as churn, save rate, recontracting and customer lifetime value.
- Experience building or improving operational processes, governance frameworks and reporting within a fast‑paced customer operation.
- Able to use customer data and insights to identify risks, influence decisions and drive practical interventions.
- A hands‑on, delivery‑focused leader who is comfortable challenging existing ways of working and turning ideas into action.
Benefits
- Pension – 5% employer / 5% employee contribution.
- Health Cashback Scheme – can claim back prescription, GP and optician charges, therapy allowance, private outpatient consultations, EAP, 24/7 remote GP service, member discounts.
- 25 days annual leave + bank holidays, birthday, house‑move and wedding day off.
- Option to buy or sell up to 5 additional days annual leave.
- Enhanced paternity/maternity/adoption leave.
- Life assurance.
- High Street shopping discount scheme – holidays, food and drink, insurance, sport, tech, high street, Ikea, M&S, cinema etc.
- Free parking on site.
- Regular “Lunch & Learns”.
- Social events – summer and end‑of‑year parties etc.
- Core value awards – regular opportunities to win!
You must have the right to work in the UK in order to be successfully appointed to this role. This is a fixed‑term 6‑month contract based onsite at Willerby, Hull.
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