Job Description
Head of Retention | Saint Haven
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Own the retention strategy for one of Australia's fastest-growing luxury wellness brands.
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Saint Haven is redefining private wellness, bringing together world-class health, fitness, recovery, hospitality and longevity within an unparalleled private club environment.
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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.
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The Opportunity
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This is a newly created, highly visible role with a explicit commercial mandate: understand our members, increase engagement and materially reduce preventable churn.
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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.
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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.
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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.
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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.
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What You'll Own
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Group-wide member retention and annualised attrition performance.
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Cancellation management and improvement of cancellation save rates.
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Proactive identification and re-engagement of at-risk members.
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An outbound member engagement function targeting declining visitation.
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Retention reporting, behavioural insights and cancellation trend analysis.
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Strategies to increase member visitation and participation.
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Engagement across the broader Saint Haven ecosystem, including classes, Performance Coaching, Haven treatments, massage and IV.
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Member feedback loops that help our clubs continually elevate the experience.
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The use of data, AI and emerging tools to better predict and prevent member churn.
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Who We're Looking For
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You could currently be leading retention, member experience, customer lifecycle, loyalty or membership within a premium membership or subscription business.
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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.
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What matters most is that you can combine commercial thinking, data and human connection.
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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.
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Most importantly, you'll want to build something.
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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.
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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 (Victoria)
🏢 Gurner Group
📍 Victoria