Retention Strategy Manager

2 weeks ago


Manchester, United Kingdom TalkTalk Full time

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. 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.


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.
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.
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

Strong stakeholder management skills, internal and external
Comfortable working with large amounts of data and excel
CRM / Customer Marketing related experience



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