Retention Commercial Lead

🔒 Confidential Employer

Posted 7 May 2026

LOCATION

London

TYPE

Full-time

LEVEL

Mid-Senior level

SKILLS

Retention Strategy Data Analysis Stakeholder Management Pricing Customer Insights SQL Commercial Decision Making Cross-functional Collaboration

FULL DESCRIPTION

Retention Commercial Lead

[Employer hidden — sign up to reveal] is looking for a highly commercial, analytically strong Retention Commercial Manager to take full ownership of our retention strategy and deliver a step change in performance. This role is based in London with a 50/50 hybrid working model.

What you’ll be doing

Set and deliver the end-to-end retention strategy, ensuring it aligns with commercial, pricing and customer goals.
Define the retention improvement roadmap and take accountability for execution and measurable performance uplift.
Proactively identify commercial opportunities to enhance retention, profitability, and customer lifetime value.
Monitor, analyse and explain retention performance, customer behaviour and market trends.
Build deep insight using internal and external data sources to identify opportunities, diagnose issues and steer action.
Lead trading/retention performance discussions, presenting clear, insight-driven recommendations to senior stakeholders.
Optimise the renewal journey across digital, documentation, comms and operational processes.
Partner with Pricing, Operations, Propositions, Risk and other teams to test, develop and launch initiatives that improve renewal outcomes.
Use data and commercial instinct to make confident decisions in ambiguous or fast-changing conditions.
Support the development of price tests, customer interventions and targeted trading actions.
Ensure initiatives deliver against KPIs including retention rate, loss ratio, risk mix and customer lifetime value.
Act as the business’ subject matter expert for customer retention.
Bring stakeholders together to align on performance, priorities and actions.
Communicate complex insight in simple, compelling language to senior leaders.

Who are you

Proven experience improving customer retention performance, ideally within UK general insurance.
Highly numerate with strong analytical capability—comfortable working with large datasets, MI, and complex commercial drivers.
Ability to derive insight quickly and translate data into actionable initiatives.
Comfortable working independently, setting your own agenda, and leading delivery without close direction.
Natural curiosity and a proactive approach to uncovering new insight or opportunities.
Ability to balance long-term strategic thinking with hands-on delivery.
Commercial instinct to make impactful decisions in uncertain or dynamic trading environments.
Strong communication and stakeholder management skills, with the ability to challenge, influence and gain buy-in at senior levels.
Experience collaborating across Pricing, Operations, Marketing, Risk or Propositions functions.

Desirable Skills

Experience with analytical tools (e.g., SQL, Python, Tableau, advanced Excel).
Understanding of pricing models, customer behaviour dynamics and renewal performance levers.
Background in regulated financial services environments.

Benefits

Hybrid working (50/50) from London office.
Pension contributions matched up to 7%
Private medical & Dental cover
Learning budget of £1,000 a year + Study leave
Enhanced maternity & paternity
Travel season ticket loan
Access to London O2 events and private lounge
Employee Wellbeing Programme
Prayer room in office

[Employer hidden — sign up to reveal] is an equal opportunity employer. We treat all applications equally and recruit based solely on an individual’s skills, knowledge, and experience. For more information, visit [Employer hidden] Careers.