{"id":12274,"date":"2026-05-06T00:58:46","date_gmt":"2026-05-05T23:58:46","guid":{"rendered":"https:\/\/careers.chubbfs.com\/job-postings\/head-of-customer-retention-jr40004568-56\/"},"modified":"2026-05-06T00:58:46","modified_gmt":"2026-05-05T23:58:46","slug":"head-of-customer-retention-jr40004568-56","status":"publish","type":"job_posting","link":"https:\/\/careers.chubbfs.com\/uk-en\/job-postings\/head-of-customer-retention-jr40004568-56\/","title":{"rendered":"Head of Customer Retention \u2013 JR40004568"},"content":{"rendered":"<p>Looking for an opportunity within a business that offer a genuine \u2018people first\u2019 culture?<\/p>\n<\/p>\n<p>Here at Chubb Fire &amp; Security we have an opportunity for a <b>Head of Customer Retention UK<\/b> to join our\u00a0Customer Excellence Team based in<b>\u00a0Blackburn<\/b>\u00a0(BB1 2PR)<\/p>\n<\/p>\n<p><b>About Us, Our Culture &amp; What We Can Offer You<\/b><\/p>\n<\/p>\n<p>Chubb Fire &amp; Security have been protecting people and assets worldwide for more than 200 years.\u00a0Providing essential and innovative security systems, equipment and services, from digital CCTV surveillance and intruder alarms to fire detection and suppression systems.\u00a0 Our customers range from local independent businesses to many of the FTSE 100 companies, and our Chubb family is extensive too, with a dynamic team of over 13,000 employees globally &#8211; Together we do great things!<\/p>\n<p>Our commitment to our people is to continually develop and innovate so that we grow together as your career unfolds. As part of the global APi Group, we join a family of organisations where leadership, and leadership development is our most powerful strategic advantage and the best way to invest in our people.\u00a0\u00a0\u00a0\u00a0<\/p>\n<\/p>\n<p><b>SALARY:<\/b>\u00a0 Competitive salary &#043; OTE<\/p>\n<ul>\n<li>25 days holiday,\u00a0plus bank holidays<\/li>\n<li>Company car or car allowance<\/li>\n<li>Private medical<\/li>\n<li>Training and Development<\/li>\n<li>Cycle to Work Scheme<\/li>\n<li>Employee Referral Scheme (\u00a31000)<\/li>\n<li>Company Pension Scheme<\/li>\n<li>Life Assurance (4 x Basic Salary)<\/li>\n<li>Employee Scholarship Scheme<\/li>\n<li>A Central Benefits Platform offering a wide variety discounts<\/li>\n<li>Health &amp; Wellbeing Resources\u00a0<\/li>\n<li>Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence<\/li>\n<\/ul>\n<p><b>What You\u2019ll Be Doing<\/b><\/p>\n<ul>\n<li>Owning UK retention performance across save rates, churn reduction, and in\u2011life revenue growth.<\/li>\n<li>Defining, tracking, and improving a balanced KPI framework covering churn, save rate, Net Revenue Retention, margin outcomes, customer satisfaction, and operational responsiveness.<\/li>\n<li>Running a disciplined performance operating rhythm, including daily\/weekly huddles, save\u2011case clinics, call quality reviews, and MSRs\/QBRs.<\/li>\n<li>Diagnosing root causes of churn and underperformance\u2014pricing, service delivery, competitor activity, customer experience\u2014and implementing corrective actions with clear ownership.<\/li>\n<li>Deploying segmented retention strategies across SME and Territory\/Mid\u2011Market customers, aligned to commercial goals and risk profiles.<\/li>\n<li>Building targeted retention plays for high\u2011risk, high\u2011value, early\u2011life, and multi\u2011site customers, and translating strategy into goals, forecasts, capacity plans, and activity standards.<\/li>\n<li>Protecting and growing recurring revenue through disciplined renewal and save execution, value\u2011based conversations, pricing management, and contract optimisation.<\/li>\n<li>Improving profitability by reducing avoidable discounts, margin leakage, and inefficient save activity, while maintaining strong CRM data quality and competitor insight.<\/li>\n<li>Leading effectively in a matrix environment, influencing cross\u2011functional teams to address systemic drivers of churn and improve customer experience.<\/li>\n<li>Coordinating escalations for at\u2011risk customers, ensuring timely resolution and clear communication.<\/li>\n<li>Recruiting, coaching, and developing Retention Agents, embedding call standards, QA frameworks, and structured coaching linked to KPI outcomes.<\/li>\n<li>Fostering a high\u2011performance, customer\u2011first culture with strong engagement and accountability.<\/li>\n<li>Reviewing, standardising, and optimising end\u2011to\u2011end retention processes to reduce friction and improve customer experience.<\/li>\n<li>Eliminating hand\u2011offs, rework, and failure demand through clear ownership, standard workflows, SLAs, and effective escalation paths.<\/li>\n<li>Embedding continuous improvement using customer feedback, performance insight, and root\u2011cause analysis to drive sustained operational and customer experience gains.<\/li>\n<\/ul>\n<p><b>What We\u2019d Like You to Bring<\/b><\/p>\n<ul>\n<li>Proven leadership delivering measurable improvements in customer retention and recurring revenue.<\/li>\n<li>Strong performance management capability, including KPI ownership, forecasting, and operating cadence.<\/li>\n<li>Demonstrable coaching and team development experience in a customer\u2011facing environment.<\/li>\n<li>Commercial acumen and confidence in pricing, value conversations, and profitability management.<\/li>\n<li>Ability to lead and influence effectively in a matrix environment.<\/li>\n<li>Clear, engaging communication skills with the ability to simplify complexity and create alignment.<\/li>\n<li>Confidence using CRM systems, dashboards, and analytics to drive decisions and performance.<\/li>\n<li>A customer\u2011first mindset with a continuous improvement ethos.<\/li>\n<\/ul>\n<p><i><span>Chubb Fire and Security is an equal opportunities employer. Our commitment to Diversity, Equity, and Inclusion (DEI) ensures all employees and applicants feel valued, respected, and supported. At Chubb, individuality is celebrated, and our strength lies in the diversity of our team. By fostering an equitable environment, we empower individuals to contribute their unique perspectives, driving innovation and excellence at every level.<\/span><\/i><\/p>\n<\/p>\n<p>#LI-IP1<\/p>\n<p>INDALL<\/p><\/p>\n","protected":false},"featured_media":6811,"template":"","meta":{"_acf_changed":false,"inline_featured_image":false},"country":[2],"class_list":["post-12274","job_posting","type-job_posting","status-publish","has-post-thumbnail","hentry","country-united-kingdom"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Head of Customer Retention \u2013 JR40004568 - Chubb Careers UK-EN<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/careers.chubbfs.com\/uk-en\/job-postings\/head-of-customer-retention-jr40004568-56\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Head of Customer Retention \u2013 JR40004568 - Chubb Careers UK-EN\" \/>\n<meta property=\"og:description\" content=\"Looking for an opportunity within a business that offer a genuine \u2018people first\u2019 culture? 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