Head of Retention | Saint Haven

Own the retention strategy for one of Australia's fastest-growing luxury wellness brands. Saint Haven is redefining private wellness, bringing together world-class health, fitness, recovery, hospitality and longevity within an unparalleled private club environment.

As we continue our expansion across Melbourne and Sydney, we are looking for an exceptional Head of Retention to own our group-wide member retention and engagement strategy.

The Chance

This is a newly created, highly visible role with a clear commercial mandate: understand our members, increase engagement and materially reduce preventable churn. You will own Saint Haven's group-wide attrition result, building a sophisticated retention strategy that combines member relationships, behavioural data, proactive engagement and exceptional service.

Rather than waiting until a member decides to leave, you will identify the signals that indicate disengagement, understand what's driving them and create interventions that bring members back into the Saint Haven ecosystem.

You'll lead our approach to cancellation management and proactive outbound engagement, while working closely with General Managers and club teams across Melbourne and Sydney.

This is a hybrid Support Office and club-based role. We want someone who loves the data but isn't afraid to get out from behind the spreadsheet — meeting members, making calls and understanding first-hand what drives loyalty.

What You'll Own

- Group-wide member retention and annualised attrition performance.
- Cancellation management and improvement of cancellation save rates.




- Proactive identification and re-engagement of at-risk members.
- An outbound member engagement function targeting declining visitation.
- Retention reporting, behavioural insights and cancellation trend analysis.
- Strategies to increase member visitation and participation.
- Engagement across the broader Saint Haven ecosystem, including classes, Performance Coaching, Haven treatments, massage and IV.
- Member feedback loops that help our clubs continually elevate the experience.
- The use of data, AI and emerging tools to better predict and prevent member churn.

Who We're Looking For

You could currently be leading retention, member experience, customer lifecycle, loyalty or membership within a premium membership or subscription business. You may come from luxury fitness or wellness, private members' clubs, hospitality or another high-touch environment where customer lifetime value and loyalty genuinely matter.

What matters most is that you can combine commercial thinking, data and human connection.

You'll understand churn and retention metrics, know how to turn customer behaviour into action and be confident having direct conversations with members when something isn't working.

Most importantly, you'll want to build something.

This isn't about inheriting a mature retention function. It's an opportunity to create the strategy, reporting, processes and team that will shape how Saint Haven retains and engages its growing member community nationally.

If you're obsessed with understanding why customers stay, why they leave and what makes them come back, we'd love to hear from you.

📌 Head of Retention (South Yarra)
🏢 Gurner Group Wellness Operations
📍 South Yarra