Head of Commercial Strategy

About the Opportunity

We are partnering on a confidential search for a senior commercial leader to take ownership of client acquisition and client retention across a multi site, service led organisation operating in several international markets.

The organisation works on a recurring, relationship based commercial model, where long term client retention matters as much as new business. This is a newly shaped role with visibility at executive level and the mandate to build one joined up growth and retention strategy across local teams.

The name of the organisation will be shared with shortlisted candidates during the first conversation.

Purpose of the Role

Lead the overall strategy for client acquisition and retention, ensuring sustained growth in the number of active clients. The role coordinates local teams to deliver against shared goals, standardise processes and improve the customer experience across the full client lifecycle.

Key Responsibilities

New Client Acquisition

• Design and implement commercial strategies focused on attracting new clients, aligned to the strategic objectives of each cycle.
• Own the acquisition pipeline and ensure efficient conversion at every stage of the funnel.
• Work with Marketing to secure a steady flow of qualified leads.
• Identify, develop and maintain strategic partnerships that support client acquisition.

Existing Client Retention

• Implement effective tactics to drive client retention and early reactivation.
• Identify churn and cancellation risk and coordinate targeted recovery plans.
• Standardise processes related to client continuity across all business units.
• Work closely with Finance on outstanding balances and payment arrangements that support continued access to the service.

Cross Functional Leadership and Management

• Lead and support the teams responsible for client acquisition and retention.
• Analyse key business indicators on an ongoing basis and produce executive level performance reporting.
• Promote effective use of technology, CRM platforms and data analysis systems.
• Build a culture of continuous improvement, creativity and innovation to deliver against objectives.

Key Performance Indicators

• Achievement of acquisition and retention targets.
• Conversion rates by stage of the commercial pipeline.
• Retention rate across key client segments.
• Reduction in cancellations and unplanned client losses.
• Quality, timeliness and accuracy of performance reporting.
• Level of process standardisation across business units.
• Adoption and effective use of management systems and tools.

Skills, Qualifications and Experience

• Degree in Business Administration, Finance, Marketing or a related field.
• 7 to 10 years of experience in commercial leadership, client management or strategic development within service oriented industries.
• Proven experience in personalised service environments and high retention business models.
• Advanced proficiency in CRM systems, Excel and business intelligence tools.
• Minimum English level B2, able to contribute in meetings and produce executive reporting.

Key Competencies

• Strategic thinking with a focus on sustainable growth.
• Results driven, comfortable performing under pressure.
• Strong communication and negotiation skills.
• Ability to lead and influence multidisciplinary teams without direct reporting lines.
• Resilience and adaptability in fast moving environments.
• Strong technical and analytical skills, with data driven decision making.
• Innovation and creativity in the design and delivery of growth strategies.

Recruitment Process

All appointments are subject to appropriate pre employment checks, including references, right to work verification and background screening in line with local requirements.

This search is being handled confidentially. Applications and enquiries will be treated in confidence, and full details of the organisation will be shared at interview stage.