We are seeking a dynamic and data-driven Senior Manager to lead initiatives aimed at improving customer loyalty and reducing churn of our customer base. The successful candidate will focus on understanding why customers leave, identifying at-risk segments, and designing solutions that increase engagement, satisfaction, and long-term value.
Requirements
- Significant experience in Base Management, CRM, Retention, Loyalty or Commercial within telecoms, utilities, or subscription-based businesses.
- Proven track record of driving commercial value from an existing customer base.
- Strong understanding of consumer telecoms pricing, propositions, and competitive landscape.
- Strong commercial expertise across telecoms products and propositions, with hands-on ownership of performance, commercial planning and in-life optimisation
- Strong analytical capability, including segmentation, cohort analysis, lifecycle marketing and data-driven decision-making
- Experience operating in a matrix organisation with strong influencing skills and cross-functional leadership
- Commercial acumen with KPI ownership and value delivery experience
- Agile squad operating model and experience
- Skilled in facilitating agile ceremonies and stakeholder engagement sessions
- Governance and senior stakeholder management experience
- Regulatory and compliance awareness relevant to telecoms
- Excellent analytical and problem-solving skills, with the ability to break down complex problems and identify innovative solutions
- Skilled in interpreting and synthesising data from various sources to uncover insights and trends
- Excellent communication and presentation skills, with confidence presenting at senior levels
- Strong stakeholder management skills, with the ability to influence and align cross-functional teams
- Ability to balance strategic thinking with tactical execution and attention to detail
- Ability to manage multiple concurrent projects and deliver against tight timelines
- Customer-obsessed and focused on creating simple, transparent customer experiences
- Collaborative, resilient, adaptable, and comfortable operating at pace
Benefits
- Flexible hybrid working
- Collaborative office spaces
- Generous holiday package
- Private healthcare
- Competitive pension scheme
- Performance-related bonus opportunities
- Free broadband
- Life event gifts
- Inclusive employee networks
- Salary sacrifice scheme
- Big retail and leisure discounts
- 3 paid volunteering days a year
