Strategic Retention Manager

3 days ago


Salford, Salford, United Kingdom TalkTalk Group Full time
About the Role

We are seeking a highly skilled and experienced Strategic Retention Manager to join our team at TalkTalk Group. As a key member of our customer retention team, you will play a pivotal role in designing and executing strategic churn and leakage mitigation programmes to drive profitable revenue growth.

Key Responsibilities
  • Accelerate Customer Management Plan: Develop and implement a customer management plan to reduce churn risk and optimize treatment efficiency.
  • Full Accountability of Churn Plan: Design and deploy data-led innovative treatments to drive down churn and improve customer experience.
  • Lead Loyalty Programme Pilot: Collaborate with our marketing agency to launch a loyalty programme pilot that meets pre-determined objectives and drives customer loyalty.
  • Accountability for Newly Migrated Bases: Ensure relevant treatments are stood up and deliver against KPIs for newly migrated bases.
  • Assess Treatments for Pre-Go-Live Customers: Propose new tactics to combat customer churn between order placement and customer go-live.
  • Accountability for Churn Risk Recovery Activities: Identify root cause of issue, develop treatment plan, and implement steps for remedy.
Requirements
  • Commercial Acumen: Strong understanding of commercial principles and ability to drive results.
  • Stakeholder Management: Collaborative stakeholder management skills to effectively create positive relationships with stakeholders.
  • Security Awareness: Full understanding and compliance to General Conditions, GDPR, and internal and external security obligations.
  • Effective Communication: Clear and effective communicator who uses insight and data to fact-base storytelling.
  • Customer Focus: Passionate about delivering excellent customer experience and challenging conventional wisdom to continually improve.
What We Offer
  • Free TalkTalk Broadband: Free broadband for all employees.
  • Electric Car Charging Points: Electric car charging points available at our HQ.
  • Heavily Subsidised Meals: Heavily subsidised meals in the TalkTalk HQ Soapworks office in Salford.
  • Perks at Work: Access to the Perks at Work platform with hundreds of discounts on high street brands.
  • Flexible Working: Flexible dynamic working is part of who we are at TalkTalk, so please talk to us about how you like to work.


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