Head of Customer Solutions and Retention (AD Level)

A senior leadership and progressive career opportunity for an experienced Customer Solutions and Retention leader, at the heart of a fast-growing, service-led business with a genuinely high-performance culture.This is a truly commercial, client-first role where the customer experience sits at the centre of every decision. You''ll lead the strategy behind client engagement, satisfaction and retention, working closely with Sales, Service and Technology teams to deliver a "must-have" service that clients rely on every day.Reporting into senior leadership, you''ll take full ownership of the client journey from onboarding through to service delivery, satisfaction and retention while acting as a key strategic partner across the business. Ideal for a proven leader from a Professional Services or high-volume Shared Services background, this is an opportunity to shape service transformation at genuine scale.The RoleLead and develop the Client Solutions and Retention teams to deliver exceptional service at scaleOwn the client engagement strategy across onboarding, service delivery, satisfaction and retentionPartner with Sales, Service and Technology on client experience, reputation and AI-driven innovationPresent insight, trends and performance directly to senior leadership and the Executive teamDrive service transformation projects that improve efficiency and client outcomesMonitor client sentiment and SLA performance to identify and resolve emerging risksReduce cancellations and ..... full job details .....