Strategic Retentions Manager

TN United Kingdom; Salford; On-site; GBP 30,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic professional for a pivotal role in customer retention and churn management. This exciting position involves designing strategic programs to mitigate churn and enhance customer engagement. You will collaborate across various functions, leveraging data analysis and strong stakeholder management to drive successful outcomes. The role offers a unique opportunity to influence customer experiences and contribute to profitable revenue growth in a supportive and flexible work environment. If you are passionate about customer experience and eager to make an impact, this role is perfect for you.

Benefits

Free TalkTalk broadband for employees

Electric vehicle charging points at HQ

Subsidized meals at our Salford HQ

Discounts via the Perks at Work platform

Flexible working arrangements

Qualifications

• Strong stakeholder management skills and a commercial mindset.
• Ability to manage ambiguity and change effectively.

Responsibilities

• Accelerate customer management for high churn risk customers.
• Own the CFH churn plan and design data-led treatments.

Skills

Stakeholder Management

Data Analysis

Commercial Acumen

Customer Experience Advocacy

Effective Communication

Tools

Excel

Job description

Job Description for Customer Retention and Churn Management Role

TalkTalk is the UK’s leading value-for-money connectivity provider, committed to making simple, affordable, reliable, and fair fibre available to everyone.

The Role

This exciting position is pivotal in TalkTalk’s customer retention and proactive churn mitigation activities. You will be responsible for designing and executing strategic churn and leakage mitigation programs, ensuring proactive customer engagement to create excellent experiences and deliver profitable revenue growth.

You should be data-driven, innovative, and willing to challenge norms. The role requires clear presentation of ideas, gaining senior-level buy-in, and collaborating across functions such as Retentions & Loyalty, Operations, Marketing, and Finance. Strong relationship-building and influencing skills are essential.

Key Responsibilities

1. Accelerate the customer management plan for high churn risk customers, focusing on treatment efficiency and ROI.
2. Own the CFH (City Fibre Holding) churn plan, designing data-led treatments and deploying integrated tactics across channels to reduce churn.
3. Lead a new Loyalty Programme Pilot, working with third-party marketing agencies to foster customer loyalty and reduce churn.
4. Manage the migrated customer bases, ensuring treatments meet KPIs.
5. Evaluate treatments for pre-go-live customers and propose new tactics to prevent churn before contact center engagement.
6. Oversee churn risk recovery activities, identifying root causes and implementing remedies.

Skills and Attributes

• Strong commercial acumen, data analysis, stakeholder management, and a culture of continuous improvement.
• Excellent stakeholder management skills, both internally and externally, with the ability to create positive relationships and manage expectations.
• Security-aware, compliant with GDPR and security obligations.
• Effective communicator, using insights and data for storytelling.
• Passionate about customer experience, always advocating for the customer.

Minimum Requirements

• Strong stakeholder management skills
• Commercial mindset
• Ability to manage ambiguity and change
• Excellent communication skills
• Data proficiency, especially with Excel
• Track record of delivering complex KPIs

Preferred Experience

• Sales and/or retention experience in a customer-facing environment
• CRM or customer marketing experience

What We Offer

• Free TalkTalk broadband for employees
• Electric vehicle charging points at HQ
• Subsidized meals at our Salford HQ
• Discounts via the Perks at Work platform
• Flexible working arrangements

Next Steps

If interested, please apply, and we will contact you soon. We are committed to diversity and inclusion, reflecting the communities we serve, and fostering a workplace where everyone can be themselves. We are also flexible about working hours and arrangements.