2,541 Customer Retention jobs in the United Kingdom

Do you want to be part of something more than just a financial services business? Do you believe everyone, regardless of wealth, should have the opportunity to save and look after their loved ones? Do you want to be part of something that has been here for 160 years and help it be here for 160 more?

Scottish Friendly have an exciting opportunity to join our team. Based in Glasgow City Centre, we are one of the most progressive mutual life insurance offices in the UK. We have a strong, clear culture which has grown since 1862 with our customers and colleagues of today and the future being at the heart of that growth.

As our Customer Development & Retention Manager, you will lead retention and customer development at Scottish Friendly.

You will define and implement the customer development strategy to increase revenue from existing customers, reduce churn and enhance customer loyalty.

Using actionable insight, you will design and execute retention campaigns, loyalty programs, and communication strategies to nurture, develop and retain existing customers.

Owning the targets for retention, cross sell and upsell, you will be an individual that is focussed on results and delivering great customer outcomes. Strong analytical skills, a customer-centric mindset, and effective communication are key attributes for success in this role.

For this role, you will be a creative and quantitative thinker. Your goal will be to develop and implement the most profitable campaigns to maximise the value of Scottish Friendly’s Own Brand customer base.

Responsibilities:

• Design and implement the customer development and retention strategy to meet KPIs against customer product holding, customer churn and net investment outflows.
• Utilising customer data and analytics identify trends and insights to support churn propensity modelling.
• Understand the end-to-end customer journey to identify key intervention opportunities to increase LTV.
• Using actionable insight and modelling, design next best action journeys for specific customer cohorts with the objective of increasing customer LTV.
• Own the relationship and drive cost efficiencies with our gift fulfilment agency.
• Continuous review of the incentives on offer to ensure they are driving and rewarding the correct behaviours.
• Own the email and direct mail marketing strategies to deliver enhanced customer lifetime value through win back, cross sell, upsell and improved retention and engagement metrics.
• Oversee the campaign development, management and delivery for cross sell, upsell, retention and engagement plans.
• Implementation and management of recommend a friend program.
• Implement a continuous improvement approach to performance to increase ROI and increase KPIs.
• Line management and development of campaign manager.
• Keep up to date with industry best practice and research the market to identify opportunities to improve our approach.

Qualifications & Skills:

• A degree or relevant professional qualification in marketing or equivalent area.
• Marketing management experience focused on customer development and customer retention.
• Expert in customer development and retention strategy with a proven track record in this field.
• Leadership experience managing high performance teams.
• Dynamic and results oriented you will thrive in high paced environments working on strategy and delivery.
• Strong analytical skills with the ability to interpret data and trends.
• Experience in data and propensity modelling to identify next best actions.
• Excellent communication and interpersonal skills and the ability to communicate at all levels within the organisation and build relationships with external partners.
• Ability to think creatively, identify opportunities and resolve problems.
• Knowledge and experience of working with email and referral platforms.
• Experience utilising customer relationship management (CRM) tools.
• Knowledge of current marketing trends and best practices.
• Strategic thinking and problem-solving abilities.
• Financial services experience advantageous.

With assets under management of over £4.2bn and more than 853,000 members we have lots to look after and lots more to do. If you want to be part of the team and you think this is you, we would love to hear from you.

We support life inside and outside work, offering:

Recognition awards: Win exciting prizes, including one weeks’ annual leave plus £3,000 spending money.

Refer-a-friend scheme: Earn rewards for bringing talented friends to our team.

Annual Leave: 25 days annual leave (rising to 28 with service) plus 8 bank holidays, and options to buy or sell extra days.

Supporting the future: 10% employer pension contribution, 4 x group life cover.

Getting around: Access to cycle-to-work schemes, Electric Vehicle scheme* and travel loans.

Wellbeing: 24/7 GP access, EAP, Private Healthcare, and free legal/financial advice a variety of savings at top high street and online retailers.

Hybrid model with up three remote days per week, totalling 35 hours per week Monday to Friday.

We are committed to creating an inclusive environment where all colleagues feel valued, respected and represented. If you require any accommodations during the application process, please don’t hesitate to let us know.

Do you want to be part of something more than just a financial services business? Do you believe everyone, regardless of wealth, should have the opportunity to save and look after their loved ones? Do you want to be part of something that has been here for 160 years and help it be here for 160 more?

Scottish Friendly have an exciting opportunity to join our team. Based in Glasgow City Centre, we are one of the most progressive mutual life insurance offices in the UK. We have a strong, clear culture which has grown since 1862 with our customers and colleagues of today and the future being at the heart of that growth.

As our Customer Development & Retention Manager, you will lead retention and customer development at Scottish Friendly.

You will define and implement the customer development strategy to increase revenue from existing customers, reduce churn and enhance customer loyalty.

Using actionable insight, you will design and execute retention campaigns, loyalty programs, and communication strategies to nurture, develop and retain existing customers.

Owning the targets for retention, cross sell and upsell, you will be an individual that is focussed on results and delivering great customer outcomes. Strong analytical skills, a customer-centric mindset, and effective communication are key attributes for success in this role.

For this role, you will be a creative and quantitative thinker. Your goal will be to develop and implement the most profitable campaigns to maximise the value of Scottish Friendly’s Own Brand customer base.

Responsibilities:

• Design and implement the customer development and retention strategy to meet KPIs against customer product holding, customer churn and net investment outflows.
• Utilising customer data and analytics identify trends and insights to support churn propensity modelling.
• Understand the end-to-end customer journey to identify key intervention opportunities to increase LTV.
• Using actionable insight and modelling, design next best action journeys for specific customer cohorts with the objective of increasing customer LTV.
• Own the relationship and drive cost efficiencies with our gift fulfilment agency.
• Continuous review of the incentives on offer to ensure they are driving and rewarding the correct behaviours.
• Own the email and direct mail marketing strategies to deliver enhanced customer lifetime value through win back, cross sell, upsell and improved retention and engagement metrics.
• Oversee the campaign development, management and delivery for cross sell, upsell, retention and engagement plans.
• Implementation and management of recommend a friend program.
• Implement a continuous improvement approach to performance to increase ROI and increase KPIs.
• Line management and development of campaign manager.
• Keep up to date with industry best practice and research the market to identify opportunities to improve our approach.

Qualifications & Skills:

• A degree or relevant professional qualification in marketing or equivalent area.
• Marketing management experience focused on customer development and customer retention.
• Expert in customer development and retention strategy with a proven track record in this field.
• Leadership experience managing high performance teams.
• Dynamic and results oriented you will thrive in high paced environments working on strategy and delivery.
• Strong analytical skills with the ability to interpret data and trends.
• Experience in data and propensity modelling to identify next best actions.
• Excellent communication and interpersonal skills and the ability to communicate at all levels within the organisation and build relationships with external partners.
• Ability to think creatively, identify opportunities and resolve problems.
• Knowledge and experience of working with email and referral platforms.
• Experience utilising customer relationship management (CRM) tools.
• Knowledge of current marketing trends and best practices.
• Strategic thinking and problem-solving abilities.
• Financial services experience advantageous.

With assets under management of over £4.2bn and more than 853,000 members we have lots to look after and lots more to do. If you want to be part of the team and you think this is you, we would love to hear from you.

We support life inside and outside work, offering:

Recognition awards: Win exciting prizes, including one weeks’ annual leave plus £3,000 spending money.

Refer-a-friend scheme: Earn rewards for bringing talented friends to our team.

Annual Leave: 25 days annual leave (rising to 28 with service) plus 8 bank holidays, and options to buy or sell extra days.

Supporting the future: 10% employer pension contribution, 4 x group life cover.

Getting around: Access to cycle-to-work schemes, Electric Vehicle scheme* and travel loans.

Wellbeing: 24/7 GP access, EAP, Private Healthcare, and free legal/financial advice a variety of savings at top high street and online retailers.

Hybrid model with up three remote days per week, totalling 35 hours per week Monday to Friday.

We are committed to creating an inclusive environment where all colleagues feel valued, respected and represented. If you require any accommodations during the application process, please don’t hesitate to let us know.

payabl. empowers businesses to grow through payments innovation and banking services. Our ambition is to expand our strong portfolio of global financial services we provide to businesses and make them all available in one place on our platform we call payabl.one. As a licensed financial company with principal membership with card schemes, we specialize in global payments and providing businesses with multi-currency accounts.

About the Role:

Our Client Relations Team is expanding, and we’re looking for a proactive, client-focused professional to join us! If you thrive in a dynamic, fast-paced environment and are eager to be part of a rapidly growing European fintech company, this could be the perfect opportunity for you. We value transparency, collaboration, and innovation, and we’re seeking a talented Client Relations Manager who can build lasting client relationships, drive success, and make a meaningful impact.

Reporting Line: This role reports directly to the Group Chief Growth Officer

Key responsibilities:

As a Client Relations Manager , you will play a crucial role in managing and enhancing client relationships while ensuring seamless service delivery. Your responsibilities will include:

• Client Relationship Management: Serve as the primary point of contact for an assigned portfolio of clients, fostering strong, long-term relationships and acting as their trusted advisor.
• Client Success & Optimization: Provide expert guidance on system usage, offering insights and recommendations to help clients maximize efficiency and value.
• Issue Resolution & Performance Monitoring: Monitor system performance, proactively identify potential issues, and coordinate with internal teams to resolve challenges swiftly.
• Liaison & Coordination: Act as a bridge between clients and suppliers, ensuring that client requirements are clearly communicated and met.
• Project Oversight: Manage client-driven projects from inception to completion, ensuring alignment with specifications, deadlines, and quality standards.
• Collaboration with Sales & Product Teams: Work closely with the Sales team to provide clients with updates on product enhancements, ensuring they are fully informed and engaged.

Who You Are:

You’re a client champion—driven, strategic, and obsessed with delivering exceptional service. You thrive in fast-paced environments, effortlessly building relationships, retaining key clients, and driving business growth. You don’t just manage accounts; you elevate them. With deep expertise in the fintech and payments space, you anticipate industry shifts, adapt quickly, and always stay one step ahead.

• Fintech & Payments Expert – You bring 3+ years of experience in client relations, business development, or sales within fintech, payments, or financial services. You understand acquiring, cross-border payments, and merchant solutions inside out.
• Client-Centric & Growth-Driven – You know how to build strong, long-lasting relationships. You proactively engage clients, drive retention, and contribute to market expansion.
• Industry Insider – You have a deep understanding of the payments ecosystem, emerging trends, regulatory landscapes, and competitive dynamics.
• Data-Driven & Strategic – You leverage customer success metrics and KPIs to make informed decisions and maximize client value.
• Exceptional Communicator – Whether it’s negotiating deals, delivering impactful presentations, or resolving complex client needs, you communicate with confidence and clarity.
• Fast-Paced & Adaptable – You thrive in a dynamic, ever-changing environment and can pivot quickly to meet evolving business needs.
• Multilingual & Globally Minded – Fluent in English (additional languages are a plus). You understand diverse markets and are ready to engage clients across regions.
• Always on the Move – You’re willing to travel as needed to strengthen client relationships, attend key industry events, and drive business success

The perks of being a payabl.er:  

• Drive in Style:  Enjoy the added perk of a company car, provided upon completing one year of employment—subject to performance and availability.
• Future-Proof Your Finances:  Jump on board, and after your probation period, we'll kickstart your Provident Fund.
• Grow Without Limits:  Our environment is all about nurturing your talents and fuelling your ambition with endless opportunities for professional development.
• Speak Like a Local:  Greek language classes, offered twice a week for all team members.
• Shop and Save:  Get exclusive access to a discount card at various local businesses.
• Multicultural Workplace:  Thrive in a company that celebrates diversity and values your unique contributions. Here, every perspective is appreciated, and every voice is heard.
• Lead the Charge in Pioneering Projects:  Be at the forefront of innovation by playing a key role in groundbreaking projects.
• Max Out Your Downtime:  With 25 days off plus public holidays, and an extra 10 days for when you're under the weather, we make sure you have ample time to relax, recharge, and return brighter.
• Support for Your Educational Aspirations:  We're here to support your educational pursuits because we believe in investing in your growth. 
• Wolt Your Way Through Lunch:  Enjoy a Wolt lunch allowance of €150 per month.