Trading Director

2 weeks ago

Greater Manchester, United Kingdom TalkTalk Telecom Group PLC Full time
Customer Retention and Net Growth Trading Director

This is a unique and dynamic opportunity for a seasoned Trading Director to define, implement and execute TalkTalk's Trading customer retention and overarching net growth strategy. As a critical leadership role, you will be responsible for driving TalkTalk's commercial success across existing customers. Leveraging a blend of strategic foresight, data-driven decision-making and people leadership, you will work closely with commercial, product and propositions, marketing, insights, operations and finance teams to deliver an integrated trading strategy that optimises customer lifetime value and volume. Additionally, you will be responsible for the operational readiness and performance of Better Value, Retention and Winback, managed via our third parties. Building a partnership with suppliers, managing QBRs, and improving operational KPIs will be key to your success. You will also be accountable for the overarching TalkTalk net growth area who bring together Sales and Churn to create our Trading narrative, proactively managing risk and opportunities across both volume and value. This will also include being responsible for the overall cost out initiatives within Sales and Marketing, working cross-functionally with peers to ensure we exceed or at least achieve our ambition. Finally, you will be have accountability of a Supplier Trading, which will put you at the heart of ensuring we meet supplier commitments and have holistic plans to achieve our plans (for example leading Alt net trading strategy).

Key Responsibilities
  • Develop and execute a comprehensive Base and Net Growth trading strategy focused on existing customer management (churn, retention and winback) working in partnership with Commercial (who own the in-life area, upsell/cross-sell)
  • Bring together the overarching Net Growth strategy working in partnership with our Sales Director to ensure we have an end to end customer strategy for TalkTalk Consumer
  • Define and implement the commercial trading roadmap to achieve revenue and profit targets, ensuring alignment with our wider business objectives (Base and Net Growth)
  • Lean in and own the interlock with our Product and Proposition leads to ensure the roadmap represents the best outcome for our base and overall net growth
  • Lead pricing, promotional and discount strategies to drive customer growth and profitability within the Retention space, with broadband at the core offering while ensuring our value added services meet their financial targets
  • Continuously monitor and analyse trading performance, identifying areas for improvement and implementing strategies to maximise opportunities
  • Lead our weekly and monthly Trading performance reviews with the Executive Committee, including CEO of TalkTalk Consumer
  • Ensure a balanced approach between short-term trading wins and long-term sustainable growth
Requirements
  • Take an insight (consumer and market) led approach across your remit, which is underpinned by data
  • Utilise market insights to adjust trading strategies and sustain competitive advantage
  • Maintain comprehensive understanding of the telecoms regulatory environment and ensure trading strategies comply with relevant legislation (working with our legal and compliance teams)
  • Develop sophisticated and robust forecasting models to predict how sales turn in to installs, how our customer migrations move over successfully and how our churn pipeline manifests into customer churn. Use these models to inform the trading plan whilst also managing the areas of opportunity to drive further net add growth
  • Own and manage the Trading P&L, ensuring profitability and alignment with our business financial objectives
  • Identify and manage in quarter risk and opportunities within the trading environment, communicating clearly the balance between the two to the Executive Committee
  • Collaborate with our Commercial and Finance teams to forecast sales and churn quarterly plans, including forecasting sales volumes, mix, ARPU, churn volumes and winback
What We Offer
  • Drive the strategic direction, development and performance of our retention channels
  • Focus on channel performance to maximise revenue and enhancing customer retention whilst ensuring consistent customer experiences across all touchpoints
  • Lead quality Monthly and Quarterly Business Reviews, you will create a partnership relationship (not customer/client) to bring out the best performance
  • Own our monthly EXCO Trading performance reviews where we take stock of our previous four weeks trading together with the looking forward and owning the narrative on our forward facing plans
  • Own our weekly trading cadence and pack to ensure we are mitigating any risk on volume or value
  • Own the interlock with the product and proposition team, influencing roadmap priorities to ensure it reflects the best prioritisation for our trading roadmap

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