Strategic Retentions Manager

TalkTalk Group; Salford; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading connectivity provider is seeking a role pivotal in customer retention efforts to reduce churn rates and enhance customer experience. The ideal candidate should possess strong stakeholder management abilities, commercial acumen, and a focus on data-driven results. This position offers a dynamic working environment with great benefits, including free broadband and discounts on high street brands.

Benefits

Free TalkTalk broadband for all employees

Electric car charging points available at HQ

Heavily subsidised meals at office

Access to Perks at Work platform for discounts

Flexible dynamic working arrangements

Qualifications

• Strong stakeholder management skills, internal and external.
• Commercially minded with the ability to manage ambiguity.
• Excellent communicator and insight-driven.

Responsibilities

• Accountable for designing and executing churn mitigation programmes.
• Lead a new Loyalty Programme Pilot with external agencies.
• Develop robust plans for customer management and experience.

Skills

Stakeholder management

Commercial acumen

Effective communication

Data analysis

Customer experience focus

Job description

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TalkTalk are the UK’s leading value for money connectivity provider. We believe that simple, affordable, reliable and fair fibre should be available to everyone.

The role

This exciting role will play a pivotal role in TalkTalk’s customer retention and proactive churn mitigation activities. You will be accountable for the design and execution of strategic churn and leakage mitigation programmes, ensuring we proactively treat customers to create brilliant experiences and deliver profitable revenue growth/

You will be a data led, ideas person who is not afraid to challenge the norm. You’ll be able to clearly present your ideas and gain buy in at a senior level and garner support from your peers. The role will involve working collaboratively cross functionally across Retentions & Loyalty, Operations, Marketing and Finance, meaning strong relationship skills and the ability to influence senior stakeholders is key.

Accelerate the customer management plan for our high churn risk customers – with continual focus on optimising the efficiency of treatments and return on investment

Full accountability of the CFH (City Fibre Holding) churn plan – designing data led innovative treatments, deploying integrated tactics across various channels to reach more customers and drive down churn.

Lead a new Loyalty Programme Pilot – working with our third-party marketing agency to stand up a brilliant pilot to meet pre-determined objectives that results in loyal customers, less churn and a positive view of TalkTalk.

Full accountability of newly migrated bases – ensuring that relevant treatments are stood up and deliver against KPIs

Assess treatments for pre go live customers and propose new tactics - to combat customer churn between order placement and customer go live – ahead of customers contacting the contact centre.

Accountability for churn risk recovery activities - to identify root cause of issue, coupled with treatment plan and steps for remedy

Your focus will be on making sure initiatives are delivered in a timely manner, developing robust plans and accurate benefits tracking so we can make informed trading, customer experience and cost decisions,

How will I add value in this role (skills)?

The perfect candidate would have commercial acumen , be able to deep-dive and translate data, drive results, manage stakeholders and create a culture of continuous improvement to ensure we are always making life simpler, fairer and more reliable for our suppliers and customers.

Strong and collaborative stakeholder management skills - works within team and cross functionally to effectively create positive relationships with stakeholders to achieve win/win Solutions through collective problem solving and the appropriate management of their expectations in-line with agreed objectives

Security aware and responsible - Full understanding and compliance to General Conditions, GDPR and internal and external security obligations

Effective Communicator - clear and effective communicator who uses insight and data to fact base story lining

Passionate about the customer experience – Is the voice of the customer at all times and challenges conventional wisdom to continually improve the experience we give our agents and customers

What do I need to deliver this role?

Must have:

Strong stakeholder management skills, internal and external

Commercially minded

Can manage ambiguity and fast-moving change

Excellent communicator who inspires the teams around them to deliver

Insight lead and fact based

Comfortable working with large amounts of data and excel

Can effectively manage short and medium-term priorities

Excellent track record for delivering a complex suite of KPIs

Be great to also have:

Previous sales and / or retention experience in a customer facing environment

CRM / Customer Marketing related experience

What can offer ?

Free TalkTalk broadband for all employees!

Electric car charging points available at our HQ.

Heavily subsidised meals in the TalkTalk HQ Soapworks office in Salford.

Access to the Perks at Work platform which gives you hundreds of discounts on high street brands.

Flexible dynamic working is part of who we are at TalkTalk so please talk to us about how you like to work.

What to do next?

If this role sounds like it could be for you, please apply and we will be in touch soon!

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.