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Strategic Retentions Manager

2 months ago

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

TalkTalk is seeking a highly skilled Strategic Retentions 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 programmes to ensure we proactively treat customers to create brilliant experiences and deliver profitable revenue growth.

Key Responsibilities
  • Accelerate the customer management plan for high churn risk customers, focusing on optimising treatment efficiency and return on investment.
  • Lead the CFH (City Fibre Holding) churn plan, designing data-led innovative treatments and deploying integrated tactics across various channels to drive down churn.
  • Develop and implement a new Loyalty Programme Pilot, working with our third-party marketing agency to meet pre-determined objectives that result in loyal customers, less churn, and a positive view of TalkTalk.
  • 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.
  • Accountable for churn risk recovery activities, identifying root cause issues and developing treatment plans and steps for remedy.
Requirements
  • Commercial acumen, with the ability to deep-dive and translate data, drive results, manage stakeholders, and create a culture of continuous improvement.
  • Strong and collaborative stakeholder management skills, working within teams and cross-functionally to create positive relationships with stakeholders and achieve win-win solutions.
  • Security awareness and responsibility, with a full understanding and compliance to General Conditions, GDPR, and internal and external security obligations.
  • Effective communication skills, using insight and data to fact-base storytelling.
  • Passion for the customer experience, with a focus on continually improving the experience we give our agents and customers.
What We Offer
  • Free TalkTalk broadband for all employees.
  • Electric car charging points available at our HQ.
  • Heavily subsidised 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, with the opportunity to discuss how you like to work.
Join Our Team

TalkTalk is a dynamic workplace that values diversity and inclusion. We are committed to creating a culture where you can truly be yourself. If you are passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply for this exciting opportunity.