Head of Churn

Job Overview:

We are looking for a Head of Churn to lead the strategy, analytics, and execution required to reduce customer attrition and strengthen long-term retention. You will own the identification of churn risk, design targeted interventions across the customer lifecycle, and drive initiatives that improve tenure, loyalty, and customer lifetime value.

You will sit at the intersection of data, product, CX, and commercial strategy, translating customer behaviour into actions that prevent churn while improving the overall experience.

Your work life:

1. Churn Strategy & Ownership

• Own end-to-end churn performance across the customer base, including voluntary and involuntary churn, downgrade behaviour, and tenure risk.
• Define churn frameworks, risk segmentation, and prioritisation models to guide intervention strategy.
• Identify structural drivers of churn (product, pricing, experience, lifecycle moments) and translate insights into action plans.

2. Behavioural Analytics & Insights

• Lead deep analysis of customer behaviour, tenure patterns, and segment-specific churn trends.
• Partner with analytics teams to develop churn models, early-warning signals, and predictive frameworks.
• Translate data into commercially grounded recommendations for leadership.

3. Churn Prevention & Intervention Design

• Design targeted retention strategies across key lifecycle moments (pre-contract end, tenure milestones, downgrade triggers).
• Develop and optimise campaigns that reduce churn while maintaining profitability.
• Work closely with CX, product, and operations teams to deliver non-promotional churn solutions where possible.

4. CRM & Lifecycle Management

• Oversee CRM-driven lifecycle journeys that address churn risk through timely engagement and personalised communication.
• Ensure segmentation strategies reflect behavioural realities rather than broad demographic assumptions.

5. Cross-Functional Leadership

• Partner with Sales, Marketing, Product, Operations, and Analytics to align initiatives with commercial outcomes.
• Influence product and experience design based on churn insights and customer feedback loops.

6. Reporting & Performance Management

• Define churn KPIs, dashboards, and reporting structures.
• Monitor performance of interventions and continuously refine strategy based on results.

To be considered, you’ll need:

• Education: Bachelor degree in any relavent field.
• Experience: 7–10 years in customer lifecycle, retention, churn analytics, or base management roles within consumer-facing businesses.
• Skills:

• Demonstrated ownership of retention or churn outcomes, not just campaign execution.

• Strong analytical mindset with experience interpreting behavioural and financial data.
• Experience working with CRM platforms, analytics tools, and lifecycle marketing frameworks.
• Ability to connect customer behaviour to commercial outcomes.
• Strong stakeholder management and cross-functional leadership skills.

Our Commitment to You
At Time, we believe great work deserves great support. Here’s what you can look forward to when you join us:

• Comprehensive medical coverage for you and your immediate family, including outpatient care, hospitalisation, dental and optical benefits.
• Wellness support with an annual spending account for health-related needs, alternative treatments, or even paid-up premiums for personal insurance.
• Employee assistance during life’s big moments, from celebrations to times of bereavement.
• Learning & growth opportunities through dedicated time for learning, access to LinkedIn Learning and rewards for upskilling.
• Cash rewards for recognised certifications and full reimbursement for up to two approved professional memberships each year.

*Only shortlisted candidates will be notified.