Head of Customer Retention

Looking for an opportunity within a business that offer a genuine people first culture

Here at Chubb Fire & Security we have an opportunity for a Head of Customer Retention UK to join ourCustomer Excellence Team based inBlackburn(BB1 2PR)

About Us Our Culture & What We Can Offer You

Chubb Fire & Security have been protecting people and assets worldwide for more than 200 essential and innovative security systems equipment and services from digital CCTV surveillance and intruder alarms to fire detection and suppression systems. 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 13000 employees globally - Together we do great things!

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.

SALARY: Competitive salary OTE

• 25 days holidayplus bank holidays
• Company car or car allowance
• Private medical
• Training and Development
• Cycle to Work Scheme
• Employee Referral Scheme (1000)
• Company Pension Scheme
• Life Assurance (4 x Basic Salary)
• Employee Scholarship Scheme
• A Central Benefits Platform offering a wide variety discounts
• Health & Wellbeing Resources
• Bravo Awards: Recognising outstanding contributions from all employees and encourage excellence

What Youll Be Doing

• Owning UK retention performance across save rates churn reduction and inlife revenue growth.
• Defining tracking and improving a balanced KPI framework covering churn save rate Net Revenue Retention margin outcomes customer satisfaction and operational responsiveness.
• Running a disciplined performance operating rhythm including daily/weekly huddles savecase clinics call quality reviews and MSRs/QBRs.
• Diagnosing root causes of churn and underperformancepricing service delivery competitor activity customer experienceand implementing corrective actions with clear ownership.
• Deploying segmented retention strategies across SME and Territory/MidMarket customers aligned to commercial goals and risk profiles.
• Building targeted retention plays for highrisk highvalue earlylife and multisite customers and translating strategy into goals forecasts capacity plans and activity standards.
• Protecting and growing recurring revenue through disciplined renewal and save execution valuebased conversations pricing management and contract optimisation.
• Improving profitability by reducing avoidable discounts margin leakage and inefficient save activity while maintaining strong CRM data quality and competitor insight.
• Leading effectively in a matrix environment influencing crossfunctional teams to address systemic drivers of churn and improve customer experience.
• Coordinating escalations for atrisk customers ensuring timely resolution and clear communication.
• Recruiting coaching and developing Retention Agents embedding call standards QA frameworks and structured coaching linked to KPI outcomes.
• Fostering a highperformance customerfirst culture with strong engagement and accountability.
• Reviewing standardising and optimising endtoend retention processes to reduce friction and improve customer experience.
• Eliminating handoffs rework and failure demand through clear ownership standard workflows SLAs and effective escalation paths.
• Embedding continuous improvement using customer feedback performance insight and rootcause analysis to drive sustained operational and customer experience gains.

What Wed Like You to Bring

• Proven leadership delivering measurable improvements in customer retention and recurring revenue.
• Strong performance management capability including KPI ownership forecasting and operating cadence.
• Demonstrable coaching and team development experience in a customerfacing environment.
• Commercial acumen and confidence in pricing value conversations and profitability management.
• Ability to lead and influence effectively in a matrix environment.
• Clear engaging communication skills with the ability to simplify complexity and create alignment.
• Confidence using CRM systems dashboards and analytics to drive decisions and performance.
• A customerfirst mindset with a continuous improvement ethos.

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.

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Additional Information

About Us Our Culture & What We Can Offer You

Established over 200 years ago Chubb Fire & Security are a global business driven by keeping people and the world safe. We provide essential systems equipment and services from digital CCTV surveillance and intruder alarms to fire detection and suppression systems. Offering a full range of innovative products and services to a broad range of customers from local independent business to many of the FTSE 100 companies

We believe we offer a unique working culture where you are as important to us as our customers and we want you to feel that everyday. We are proud to offer extensive training to all of our new Advisors fully supporting and enabling you to thrive in your new role and beyond with ongoing career development opportunities throughout your career journey with us.

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