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Squad Lead - Senior Retention Manager - Broadband

Job Title: Squad Lead - Senior Retention Manager - Broadband
Contract Type: Permanent
Location: Berkshire, England
Industry:
Salary: Negotiable
Start Date: asap
REF: X/CVM/5/SARA_1649325679
Contact Name: Sara Rowe
Contact Email: sara.rowe@projectpeople.com
Job Published: about 2 months ago

Job Description

Squad Lead - Retention Manager - Broadband - Mobile Telecoms - Permanent

Exciting new opportunity for a CVM Manager to join a leading mobile operator based in Berkshire with hybrid working

We are looking for a commercially minded senior CVM manager with experience of planning inbound & outbound programmes and defining customer and offer strategies to achieve customer value and commercial KPIs.

You will be passionate about using data and champion its use in driving decision making within a commercial environment.

You'll be leading and managing cross-functional teams, setting direction and driving activity at pace.

  • CVM short term and medium term strategy and planning for outbound & inbound programmes; defining omni and multichannel customer and offer strategy to achieve customer value and commercial KPIs such as margin growth, retention, churn, loyalty, brand trust.
  • Leads and manages the CVM cross functional squad, setting the direction and driving the squad to deliver value driving activity at pace.
  • Engages and influences cross functional teams in the CVM strategy to ensure CVM priorities are supported and enabled
  • Accountable for the achievement of macro commercial targets including budget setting, monthly forecasting, performance tracking and performance insights knowledge.
  • Accountable for the performance and contribution of CVM programmes, including programme forecasting, performance tracking and performance insights knowledge.
  • Owns customer strategy from welcome through to win back, defining end to end lifecycle management programmes specific to the business unit and customer behaviour.
  • Develops integrated annual and quarterly plans which maximise trading/customer moments through always on programmes and bespoke activity.
  • Utilises customer data & insights, channel insights, campaign analytics and customer relationship/value management best practice approaches to plan programmes which deliver maximum value. Sourcing and utilising deep insights to understand where there are commercial value opportunities and to drive innovation in value management approach.
  • Continually optimises activity through test, learn and iteration.
  • Influences the D&A squad resource to identify and deliver best practice customer data models and personalisation/recommendation capability.

Experience:

  • Experienced at developing customer value and growth through relationship strategies and plans.
  • Strong stakeholder management experience, comfortable influencing at all levels.
  • Extensive experience of CRM or growth/value management experience in B2C organisations.
  • Confident in interpreting data and working with commercial and analytical stakeholders
  • Agile delivery model experience.
    • 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.

Project People is acting as an Employment Agency in relation to this vacancy.