Head of Customer Retention

Head of Customer Retention

Haywards Heath or Home Office (Remote)
£85,000+ (depending on experience)
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We’re First Central Insurance & Technology Group (First Central for short), an award-winning innovative insurance and technology organisation, delivering market-leading motor insurance, underwriting, distribution, finance, technology and legal services.

We’re on the hunt for a talented Head of Customer Retention to join our Commercial team in Haywards Heath, West Sussex; however we are open to remote workers with the requirement to work from Haywards Heath from two to four times per month.

You'll lead the development and execution of the groups customer retention strategy to ensure we achieve our customer retention volume and income numbers whilst meeting our customer expectations.

We're looking for someone who's collaborative, structured in your approach and has the ability to manage stakeholder relationships positively.

To hit the ground running, you'll need to:

  • Have experience of managing retention within the insurance industry
  • Have experience of managing P&L and budgets successfully
  • Be analytical by nature with a focus on data-based decision making

Job Responsibilities:

  • Develop and execute the groups customer retention strategy
  • Deliver the groups customer retention commercial plan with a strong focus on minimising cancellation rates and maximising renewal retention rates, and optimising discount spend
  • Help to shape and execute the Groups commercial, customer and people strategies
  • Lead, inspire and coach a team of retention professionals to deliver the operating plan
  • Lead the customer retention programme of technical work, collaborating with senior stakeholders across the business to align activity, secure resources and govern the change agenda robustly through adopting the Agile Methodology and approach
  • Ensure all retention processes are delivered in accordance with the groups operational policies and adhere to regulatory guidelines (e.g. FCA, ASA etc.).

Job Specific Competencies:

Experience, skills & knowledge

  • Significant senior leadership in a commercial function with a demonstrable track record of success.
  • Experience of managing an income/P&L budget successfully.
  • Experience in customer experience with exposure to process optimisation/re-engineering
  • Strong leadership capabilities with the ability to inspire and coach from senior management to assistant level digital professionals
  • Strong commercial acumen with the ability to rapidly quantify opportunities and risk to inform the prioritisation of activity
  • Ability to react instantly to any customer journey issues that surface and consider ideas to resolve

If you're results driven with a constant eye on the prize, and looking to work for an organisation in a period of exciting growth, then we want to hear from you!

What can we do for you?

We believe we can offer you a great working environment as we’re so passionate about our people. Here are just some of the benefits and perks that we offer…

  • Fantastic training and development opportunities
  • Employee benefit packages to suit your lifestyle
  • Flexible working
  • YOUday – we give you an extra day off to celebrate a special day
  • The opportunity to take a paid day off each year to do charity work
  • A health cash plan
  • Help with travel expenses
  • The opportunity to buy additional holiday
  • Company pension scheme
  • Group life assurance
  • Enhanced maternity and paternity pay
  • Professional subscription fees paid

Employee wellbeing is high on the agenda here too. We provide discounted membership at a local health club and access to an Employee Assistance Programme, which promotes physical and emotional wellbeing at work and at home. In addition, we provide wellbeing events throughout the year to support physical and mental health.

For further information on what we can offer and to learn more about this role, feel free to contact our dedicated Talent team.

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86% of people would recommend a friend to work at First Central

Based on 164 Glassdoor reviews (March 2022)


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Flexible working

We support colleagues who wish to work flexibly whilst meeting the needs of the business.


If it’s your birthday or you just fancy some me-time, get an extra day off for whatever you want.

Holiday Extra

We give you two opportunities each year to buy or sell up to five days of holiday.


Get a day off each year to take part in volunteering activities.

Health cash plan

Claim money back on your healthcare costs, such as dental check-ups and eye tests.

Season ticket loan

We provide interest-free loans to cover the cost of season tickets for rail, bus or car parking.