Customer Retention Strategy Manager

4 weeks ago

London, Greater London, United Kingdom Vodafone Full time

About Vodafone

At Vodafone, we are dedicated to shaping a brighter future through connectivity and inclusivity. Our global community thrives on the synergy of human spirit and technology, driving us to innovate and connect individuals, businesses, and communities worldwide.

Our Commitment

We prioritize customer satisfaction and loyalty, constantly experimenting and learning to enhance our services. With us, you can express your true self, share your ideas, and make a significant impact.

Position Overview

This role requires a comprehensive understanding of the customer journey, recognizing that customer retention begins at the point of acquisition. Key responsibilities will include:
  • Leading the Talkmobile churn reduction initiative, aiming to surpass annual churn reduction targets.
  • Analyzing churn drivers throughout the customer lifecycle and collaborating with internal teams and external partners to implement effective solutions.
  • Identifying opportunities for improvement and transferring best practices to enhance customer retention.
  • Collaborating with various channels to analyze performance metrics and drive enhancements.
  • Creating detailed business cases to prioritize retention activities based on potential impact.
  • Forecasting key performance indicators on a weekly and monthly basis.
Candidate Profile
  • Significant experience in commercial roles, preferably within mobile telecommunications or broadband sectors.
  • Ability to work effectively in small, agile teams typical of entrepreneurial environments.
  • Proficiency in SQL is advantageous.
  • Strong relationship-building skills with the ability to influence senior stakeholders.
  • Proven track record in managing external vendors and virtual teams.
  • Highly analytical mindset with the capability to translate data insights into actionable plans.
What We Offer

We believe that supporting our employees is crucial for their success. Our comprehensive compensation package includes an attractive salary, performance bonuses, and up to 28 days of annual leave, in addition to public holidays and paid time off for charitable activities.

Our extensive benefits package is customizable to meet your and your family’s needs, featuring employee discounts, retail vouchers, pension plans, and share schemes. We are committed to your professional growth, offering top-tier learning and development resources and leading parental leave policies.

Our Values

Vodafone UK is regulated by the Financial Conduct Authority, and all employment offers are contingent upon background checks. We are dedicated to fostering an inclusive workplace that reflects the diversity of the communities we serve. We encourage everyone to consider being part of our journey towards excellence.

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