Retention manager Work, Jobs in London, Gtl (with Salaries)

Manager, Customer Experience, SMB & Mid Market
NAVEX —London
- £80,000 a year
- Full-time
- Hybrid work
- Continuous improvement
- Team management
- AI
Human Resources Manager
Singular Partner —London
- £50,000 - £60,000 a year
- Full-time
- Hospitality
- Travel
- Recruiting
Quick apply
4d
Senior Marketing Manager
ClearCourse —London
- £70,000 - £75,000 a year
- Full-time
- Hybrid work
- Management
- Business development
- Employee assistance programme
- Employee discount
Quick apply
6d
Head of Recruitment and Retention
EMJ —London
- £70,000 - £75,000 a year
- Monday to Friday
- Hybrid work
- Analysis skills
- Continuous improvement
- Team management
Quick apply
Front of House Manager
BidvestNoonan —London
- £45,000 a year
- Full-time
- Customer service
- Hotel
- Continuous improvement
Quick apply
6d
Analytics Manager - Customer (Acquisition & Retention)
dmg::media —London
- Analysis skills
- Team management
- Leadership
- Employee assistance programme
- Employee discount
Quick apply
2d
General Manager
Virgin Active —London
- Full-time
- Budgeting
- Leadership
- Communication skills
- Annual leave
- Employee assistance programme
loyalty, CRM and market enablement manager
Starbucks —London
- Full-time
- CRM software
- Store discount
- Employee assistance programme
Senior Customer Success Manager - UK
Recharge —London
- £84,705.88 - £105,882.35 a year
- Full-time
- Hybrid work
- Bachelor's degree
- No degree
- Travel
Quick apply
Partner Success Manager, UK
Actionstep —London
- £65,000 - £75,000 a year
- Full-time
- Remote
- Travel
- Communication skills
- Analytics
- Life insurance
Quick apply
9d
Senior CRM Manager - Lifecycle & Retention
M-KOPA —London
- Full-time
- Remote
9d
Group Area Manager (Nominated Individual)
Little Dukes —London
- £70,000 - £80,000 a year
- Full-time
- Management
- Experience working with children
- Human resources
Quick apply
2d
Senior Customer Success Manager, Enterprise - United Kingdom m/f/d
AB Tasty —London
- From £70,000 a year
- Hybrid work
- Salesforce
- Travel
- Annual leave
Quick apply
HR Manager
AllClear Travel Insurance —Romford
- £60,000 - £65,000 a year
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Continuous improvement
- Team management
- Annual leave
- Employee discount
Quick apply
Customer Relationship Manager
HERD GROUP —Addlestone
- Full-time
- Microsoft Word
- CRM software
- Analysis skills
- Free parking
- Employee stock ownership plan
Quick apply
Senior Client Success Manager, Enterprise
Indeed —London
- £39,000 - £72,000 a year
- Full-time
- Hybrid work
- Bachelor's degree
- Travel
- Health & wellbeing programme
- Annual leave
Quick apply
5d
Manager, Customer Success - Mid-Enterprise (Northern)
Klaviyo —London
- £88,000 - £132,000 a year
- Team management
- Travel
- AI
Quick apply
Global Head of Customer Experience & Success (Sales Team)
SEMrush —London
- £320,000 - £365,000 a year
- Employee assistance programme
12d
Senior Customer Success Manager, UK
Algolia —London
- £83,500 - £104,400 a year
- Hybrid work
- English
- In-person
- Communication skills
- Work from home
5d
Founding Account Manager
MLabs —London
- £100,000 - £180,000 a year
- Full-time
- In-person
Quick apply

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Manager, Customer Experience, SMB & Mid Market

NAVEX -
London

Apply Now

Job details

Full-time
£80,000 a year

Qualifications

Stakeholder collaboration
Stakeholder liaison
Performance management
Continuous improvement
Continuous improvement cycles oversight
Team management
Customer renewal management
Churn prevention
Customer loyalty building
Relationship management
Multidisciplinary collaboration
AI
Leadership
Communication skills

Full job description

At NAVEX, we’re transforming the world—making it safer, more ethical, and ensuring every voice is heard. That’s real impact.

Our high-performance culture is driven by our values. We move with speed, passion and purpose — as one team. We are bold in our ideas, accountable in our actions, and committed to doing the right things right.

NAVEX is seeking a Manager, Customer Experience to lead a hybrid team supporting both SMB customer engagement and strategic Mid-Market customer relationship management across EMEA and APAC. This leader will oversee a blended team of Customer Experience Specialists and Customer Experience Managers responsible for delivering efficient, value-driven experiences across multiple customer segments.

As the Manager, Customer Experience, you will be responsible for driving operational excellence, customer retention, adoption, and satisfaction through both high-touch and digital-first engagement strategies. You will coach and develop customer-facing talent, optimise customer lifecycle processes, and ensure consistent execution of NAVEX’s Customer Lifecycle Value & Impact Framework across a diverse customer portfolio.

This role requires a balance of strategic leadership, customer advocacy, operational rigor, and team development to support a high-performing hybrid customer experience organisation.

You’ll thrive in this hybrid role surrounded by an engaged, collaborative team deeply committed to your success. Join us and help shape what’s next!

What you’ll get:

Meaningful Purpose. Your work helps organisations operate with integrity and protect their people—at a scale few companies can match.
High-Performance Environment. We move with urgency, set ambitious goals, and expect excellence. You’ll be trusted with real ownership and supported to do the best work of your career.
Candid, Supportive Culture. We communicate openly, challenge ideas—not people—and value teammates who embrace bold thinking and continuous improvement.
Growth That Matters. You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth.
Rewards for Results. We provide clear, competitive compensation designed to recognise measurable outcomes and real impact.

What you’ll do:

Lead, coach, and develop a hybrid team of Customer Success professionals responsible for driving retention, expansion, and long-term customer value across SMB and Mid-Market customers in EMEA and APAC.
Own team performance against key commercial metrics including gross and net revenue retention, renewals, expansion pipeline, customer adoption, and customer engagement.
Drive execution of customer success strategies that maximise time-to-value, product utilisation, retention, and growth opportunities throughout the customer lifecycle.
Balance high-value customer engagement with scalable programmes that efficiently support a large SMB and Mid-Market customer portfolio.
Establish operational excellence through portfolio reviews, renewal forecasting, customer health assessments, churn mitigation planning, and success analytics.
Partner closely with Sales, Marketing, Product, Professional Services, and Support teams to identify growth opportunities and improve customer business outcomes.
Leverage customer insights, usage trends, and commercial data to identify retention risks, expansion opportunities, and areas for product improvement.
Act as a senior escalation point for strategic commercial customer situations that could impact retention, renewal, or growth outcomes.
Drive continuous improvement initiatives focused on scale, automation, digital engagement, operational efficiency, and customer value realisation.
Champion customer advocacy programmes that generate references, case studies, peer networking opportunities, and customer-led growth initiatives.
Foster a high-performance, commercially focused team culture that balances customer outcomes with revenue growth and business impact.

What you’ll bring:

5+ years' experience in Customer Success, Account Management, Revenue Retention, or SaaS post-sales leadership roles.
3+ years' experience leading customer-facing teams with accountability for retention, renewal, and expansion outcomes.
Proven success managing SMB and Mid-Market customer portfolios within a recurring revenue SaaS environment.
Strong coaching and leadership capabilities, with a track record of developing high-performing customer success professionals.
Experience building and executing customer lifecycle programmes that improve retention, adoption, customer value, and growth.
Strong commercial acumen with a clear understanding of renewal management, expansion motions, revenue retention, and customer segmentation strategies.
Excellent stakeholder management, communication, and cross-functional collaboration skills.
Ability to balance strategic planning with hands-on operational leadership in a fast-paced, high-growth environment.
Data-driven mindset with experience using customer, revenue, and adoption metrics to drive decision-making and business outcomes.
Experience leading organisational change, operational improvements, and scalable customer success programmes.
Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through
AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes
Fuel performance and outcomes. Leverage your job competencies and champion NAVEX’s core values

Our side of the deal:

We’ll be clear, we’ll move fast, and we’ll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make—and we commit to doing that every step of the way.
The starting pay for this role is 80,000 GBP with a 10% MBO. Discover how you can grow, lead, and make an impact by visiting our career page to learn more. NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status.

Apply Now

Refine Your Search

retention manager jobs in london, gtl

Manager, Customer Experience, SMB & Mid Market

Human Resources Manager

Senior Marketing Manager

Head of Recruitment and Retention

Front of House Manager

Analytics Manager - Customer (Acquisition & Retention)

General Manager

loyalty, CRM and market enablement manager

Senior Customer Success Manager - UK

Partner Success Manager, UK

Senior CRM Manager - Lifecycle & Retention

Group Area Manager (Nominated Individual)

Senior Customer Success Manager, Enterprise - United Kingdom m/f/d

HR Manager

Customer Relationship Manager

Senior Client Success Manager, Enterprise

Manager, Customer Success - Mid-Enterprise (Northern)

Global Head of Customer Experience & Success (Sales Team)

Senior Customer Success Manager, UK

Founding Account Manager

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