European Customer Retention & Loyalty Senior Manager
Location: London | Hybrid: 3 days office / 2 days WFH
Are you passionate about building customer loyalty and driving sustainable growth across international markets?
We are looking for a European Customer Retention & Loyalty Senior Manager to lead the strategy, development and execution of retention and loyalty programmes across Europe for a leading global technology organisation entering an exciting phase of growth.
This is a high-impact, highly visible role where you will shape how millions of customers engage with the brand throughout their lifecycle- strengthening relationships, increasing lifetime value, and directly contributing to long-term business growth.
You will operate in a corporate, fast-paced, matrix environment, working closely with European markets and senior stakeholders across customer care, digital, marketing, sales and product teams to unlock new growth opportunities through customer loyalty and retention.
This role is ideal for a strategic yet hands-on leader who understands how to use retention as a lever for growth, and who can deliver measurable commercial impact across diverse European markets.
What you’ll be doing:
Lead European Retention & Loyalty Strategy to Enable Growth
• Design and implement customer retention and loyalty programmes across multiple European markets
• Develop scalable frameworks that increase customer lifetime value and support long-term growth
• Drive initiatives that reduce churn while unlocking new commercial and service-led opportunities
Own the End-to-End Customer Lifecycle
• Identify opportunities to improve customer experience and grow customer value at every stage
• Deliver programmes that increase repeat purchase, service adoption and long-term engagement
• Support revenue growth through retention-driven initiatives and customer-centric strategies
Use Insight to Drive Growth and Performance
• Leverage customer insight, NPS and Voice of Customer data to identify growth opportunities
• Translate insight into strategies that improve loyalty, retention and commercial performance
• Monitor programme success and continuously optimise for growth and impact
Collaborate Across Europe
• Partner with subsidiaries and cross-functional teams to align on growth and retention priorities
• Influence senior stakeholders and build trusted relationships across a corporate environment
• Ensure consistent execution of retention strategies across European markets
Lead and Develop a High-Performing Team
• Manage, coach and develop a European team focused on retention and growth
• Foster a culture of accountability, innovation and customer-centric thinking
• Lead transformation initiatives that strengthen loyalty and support business expansion
What we’re looking for:
• Proven experience delivering customer retention, loyalty or lifecycle programmes within a corporate environment
• Strong track record of driving measurable growth through customer retention and engagement
• Experience working across European markets in complex, matrix organisations
• Strong commercial mindset with the ability to link customer strategy to business growth
• Excellent stakeholder management and influencing skills
• Strategic thinker with hands-on delivery capability
• Experience leading and developing high-performing teams
• Excellent communication and presentation skills
Why this role?
This is a unique opportunity to join a global organisation with ambitious growth plans and play a critical role in strengthening customer loyalty across Europe.
You’ll have the opportunity to shape strategy, influence senior stakeholders, and deliver initiatives that directly impact customer retention, revenue growth and long-term business success.