Strategic Retentions Manager

The Strategic Retentions Manager 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.

The Team

TalkTalk Sales and Marketing is the growth engine of the Consumer business, responsible for the development and delivery of the growth strategy at TalkTalk. From new customer sales to upgrading and enriching existing customers to retaining customers at the end of their contract.

You’ll be working in a fast paced, consumer facing environment managing multiple stakeholders leading initiatives which will ultimately drive down churn in the customer base.

Role Expectations

How will I add value in this role?

• 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
• Ownership of centralised Risk & Governance tracker - for Loyalty estate to ensure risk mitigation and ownership tracked

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:

• CRM / Customer Marketing related experience

If this opportunity sounds interesting to you, please apply today!