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Senior Customer Retentions Manager

Job Title: Senior Customer Retentions Manager
Contract Type: Permanent
Location: Reading, Berkshire
Salary: bonus, car allowance, pension
Start Date: ASAP
REF: SB/PERM/CRM_1649324549
Contact Name: Sneha Betharia
Contact Email:
Job Published: about 1 month ago

Job Description

Role: Customer Retention Manager / Squad Lead / CVM Manager

Type: Permanent

Location: Reading (Hybrid)

This is a key role in the Customer Value Management squad, with the responsibility for P&L management for retention and margin growth KPIs. You'll also be accountable for the continuous delivery of performance and customer insight, feeding this into the squad team and partnering with the squad lead to utilise this insight to define and deliver improved CVM strategy. You and the entire squad team will deliver highly successful CVM programmes that drive business value.

You'll be an experienced commercial Prepay product/category manager who has contributed to successful commercial growth, ideally through CVM or Lifecycle management strategies.

Role and Responsibilities:

  • Partners with the CVM Lead in the definition and delivery of customer value driving programmes, setting short term and long term direction.
  • Brings commercial strategy and objectives into the squad and ensures the squad understand these and focus CVM activity to deliver against these.
  • Contributes to development of and signs off on CVM strategy and detailed delivery planning such as business rules, targeting criteria, offer mix etc.
  • Leads, with the squad lead, the macro KPIs management from budget setting to outlook to actuals performance review, working with commercial finance.
  • Identifies opportunities to create the reporting and insights infrastructure that is needed to track, measure and understand performance.
  • Supports / enables vendor opportunities that align to CVM plans.
  • Understands CVM targets and performance. Contributes to the squad performance targets by identifying opportunities to improve and optimise programmes.
  • A key member of the squad, attending squad agile ceremonies, working in the agile delivery model and ensuring the squad is efficient and successful.

Experience Required:

  • Prepay P&L/commercial category/product management experience.
  • Strong stakeholder management experience, comfortable influencing at all levels.
  • Experienced in working in matrix or cross functional teams.
  • Experience of growth/value management/financial experience is desirable but not required.

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