Head of Customer Engagement and Retention

Scout, our AI recruiter, is hiring on behalf of a fast-scaling tech company that’s looking for a Head of Customer Engagement and Retention with strategic vision, commercial instinct, and a deep understanding of lifecycle growth.

You’ll own the end-to-end customer journey — from onboarding to advocacy — designing engagement strategies that increase retention, expand lifetime value, and turn customers into champions. Blending data, automation, and AI, you’ll build scalable systems that deepen relationships and drive sustainable revenue.

This is a high-growth environment, and your work will directly shape customer experience — and long-term company performance.

What you’ll do:

• Own the full customer lifecycle strategy across onboarding, engagement, retention, and reactivation.
• Design and optimise multi-channel engagement journeys across email, in-product, community, and paid channels.
• Build segmentation frameworks to personalise communication and increase lifetime value.
• Track and improve core retention metrics: churn rate, LTV, NPS, expansion revenue, and engagement scores.
• Partner with product, marketing, and sales to align messaging, feedback loops, and growth opportunities.
• Implement and optimise CRM and marketing automation systems to scale engagement.
• Use AI tools to enhance personalisation, predict churn risk, and unlock new retention opportunities.
• Lead and grow a high-performing customer engagement team.

What we’re looking for:

• 6–10+ years of experience in customer engagement, lifecycle marketing, CRM, or retention-focused roles.
• Proven track record of improving retention, expansion revenue, and customer lifetime value.
• Deep knowledge of CRM platforms, lifecycle automation, and customer analytics tools.
• Strong commercial acumen — you understand how engagement drives revenue.
• Comfort using AI and data tools to personalise journeys and optimise performance.
• Clear communicator and cross-functional leader who can align teams around customer outcomes.
• Bonus: experience in high-growth tech or subscription-based businesses.

Why this matters:

AI is transforming how companies build and maintain customer relationships. The next generation of leaders won’t just acquire customers — they’ll retain and grow them intelligently. This is your opportunity to build a best-in-class engagement engine in a company that’s scaling fast, where your impact will be visible in both customer loyalty and revenue growth.

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