Retention Consultant

Join the RAC as a Retention Consultant and play a key role in helping us improve customer retention, engagement and lifetime value across our Consumer Roadside business. 

Working within our Retention team, you'll support a wide range of initiatives across customer journeys, lifecycle communications, payment retention activity and churn reduction. You'll work closely with teams across Marketing, Pricing, Finance, Contact Centres, myRAC and Insight to deliver activity that improves customer outcomes and commercial performance. 
 

This is a varied role that combines analysis, delivery and stakeholder collaboration. One day you could be reviewing retention performance and customer behaviour, the next supporting a new campaign, improving a customer journey or helping bring a retention initiative to life. We're looking for someone who's flexible, commercially minded and enjoys getting stuck in, with the ability to manage multiple priorities and work across a range of projects. 
 

What you'll do 

• Support retention initiatives that improve customer engagement, loyalty and retention performance 

• Analyse customer, campaign and trading data to identify trends, risks and opportunities 

• Help shape and deliver customer lifecycle communications, including renewal and post-renewal journeys 

• Support payment retention activity and initiatives designed to improve customer outcomes 

• Review customer behaviour and journey performance, identifying opportunities for improvement 

• Work closely with Marketing, Insight, Pricing and Digital teams to support retention campaigns and proposition development 

• Coordinate stakeholders to ensure retention initiatives are delivered effectively and on time 

• Provide insight and recommendations that support retention decisions and commercial objectives 

• Develop clear briefs and recommendations to support campaign and journey delivery 

• Monitor churn, retention and customer value metrics 

• Drive continuous improvement across retention activity, communications and customer journeys 
   

What you'll need 

• Experience working within a customer, marketing, retention, CRM or customer insight environment 

• Strong analytical skills and confidence working with performance data 

• Understanding of customer behaviour, campaign performance or retention metrics 

• Experience supporting projects or initiatives from idea through to delivery 

• Excellent communication and stakeholder management skills 

• Ability to manage multiple priorities and work across different projects 

• Strong customer focus and commercial awareness 

• A flexible, proactive and delivery-focused approach 

• Confidence working with teams across different business functions 

• Experience within retention marketing, customer lifecycle management or customer engagement would be advantageous 

• Experience within subscription, membership, loyalty, charity or customer-focused organisations would be beneficial 
   

Location & Salary 

Location: Bradley Stoke, Bristol (hybrid working, Tuesday and Wednesday in the office, 3 days remote. 

Salary: Aligns with market and experience + annual bonus 
 

As a Retention Consultant at the RAC, you'll get benefits that go the extra mile 

• Earnings That Motivate – enjoy a competitive salary plus automatic enrolment in our ‘Owning It Together’ Colleague Share Scheme – a unique opportunity to share in RAC's future success and be rewarded for the exceptional work you deliver. 

• Tools to Drive Your Future – get started with a free RAC Ultimate Complete Breakdown Service from day one, plus access to a car salary sacrifice scheme (including electric vehicle options) after 12 months, delivering serious tax savings. 

• Time Off That Matters – enjoy 25 days annual leave, plus bank holidays. We also support work-life balance with paid family leave, flexible schedules, and practical resources to help navigate personal commitments. 

• Financial Security & Perks – pension scheme with up to 6.5% matched contributions alongside life assurance cover up to 4x salary (10x optional with flex benefits), designed to support you long-term. Qualifying earnings apply.  

• Wellbeing That Works for You – our 24/7 confidential support service is available to you and household members aged 16+, offering reassurance whenever you need it. 

• Extras That Make a Difference – access Orange Savings, our exclusive discount portal with deals across top retailers, holidays, tools, tech and more. After passing probation, you'll automatically join our Colleague Share Scheme, giving you a stake in our collective success. 
   
   

Why the RAC? 

For more than 128 years, we've been keeping drivers moving, and today we're trusted by over 15 million members. We're also trusted by our people, with a 4.5-star Glassdoor rating showing that the RAC is a place where support, ambition and opportunity go hand in hand.