Senior Customer Insight & Retention Manager

Senior Customer Insight & Retention Manager

Forward Role are excited to be working with an innovated, high-growth subscription-based business in Huddersfield. The company pride themselves on the product, service and support they offer to their growing customer base.

As a Senior Customer Insight & Retention Manager, you will be analytical, a strategic thinker and passionate about all things customer!!

The Senior Customer Insight & Retention Manager will understand customer behaviour, extracting valuable insights, and turning them into impactful strategies that drive retention and satisfaction.

Working closely with the Head of Customer Experience, as well as teams across Customer Care, Retention, and CRM, you will ensure data is at the heart of decision-making. Your main objectives will be to improve customer loyalty, enhance engagement, and optimise the overall experience, particularly within our subscription model.

This role involves leading research, identifying key trends, and implementing data-driven initiatives to reduce churn and strengthen customer relationships. You will also collaborate with teams across the business to influence product development, marketing, and customer support strategies.

Key Responsibilities

• Develop and implement retention strategies to increase customer loyalty, reduce churn, and enhance engagement.
• Gather and analyse customer data, feedback, and behaviour to create actionable insights that improve retention and satisfaction.
• Collaborate with marketing, product, and customer support teams to integrate customer insights into communications, product development, and overall experience.
• Identify and resolve friction points in the customer journey, driving personalisation and improved interactions through technology and innovation.
• Track and report on key retention metrics, ensuring initiatives are effective, within budget, and aligned with business objectives.

Skills & Experience

• Strong experience working in Customer Experience or Customer Insight roles with a focus on retention.
• Experience in D2C ecommerce or working with subscription-based models is desirable but not essential.
• Highly analytical and data-driven, with the ability to interpret data and unearth insights.
• Experience working with digital platforms, CRM systems, and customer survey tools to gather, analyse and interpret data – experience with GA, Tableau/Power BI is desirable.
• Using insights to develop retention strategies which drive measurable improvements.
• Strong communication skills, presenting data-driven insights to leadership.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Marketing and Analyst

Industries: Retail