Strategic Retention Manager

2 weeks ago

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

TalkTalk is seeking a highly skilled Strategic Retention Manager to join our team. As a key member of our customer retention and proactive churn mitigation activities, you will play a pivotal role in designing and executing strategic churn and leakage mitigation programmes.

Key Responsibilities
  • Accelerate the customer management plan for high churn risk customers, focusing on optimizing treatment efficiency and return on investment.
  • Lead the City Fibre Holding (CFH) churn plan, designing data-led innovative treatments and deploying integrated tactics across various channels to drive down churn.
  • Develop and lead a new Loyalty Programme Pilot, working with our third-party marketing agency to stand up a brilliant pilot that meets pre-determined objectives.
  • Ensure relevant treatments are stood up and deliver against KPIs for newly migrated bases.
  • Assess treatments for pre-go-live customers and propose new tactics to combat customer churn between order placement and customer go-live.
  • Accountability for churn risk recovery activities, identifying root causes and developing treatment plans and steps for remedy.
Requirements
  • Commercial acumen and ability to deep-dive and translate data.
  • Strong stakeholder management skills, internal and external.
  • Ability to manage ambiguity and fast-moving change.
  • Excellent communication and interpersonal skills.
  • Insight-led and fact-based approach.
  • Comfortable working with large amounts of data and Excel.
  • Ability to effectively manage short and medium-term priorities.
What We Offer
  • Free TalkTalk broadband for all employees.
  • Electric car charging points available at our HQ.
  • Heavily subsidized meals in the TalkTalk HQ Soapworks office in Salford.
  • Access to the Perks at Work platform, offering hundreds of discounts on high street brands.
  • Flexible dynamic working arrangements.

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