Base Management has been identified as one of the essential enablers of TalkTalk's growth in the next five years and we’re seeking to grow our customer base from 2.7m to 2.9m customers by 2025.
You will be central to that transformation in helping to support the introduction of new base management disciplines and the migration of existing customers through to a new suite of more profitable and exciting products, improving customer satisfaction and perceived value, whilst minimising customer churn.
You will bring creativity, organisation and enthusiasm to the base management team. You will support the team in developing a customer contact strategy, developing activities for customer value growth, customer satisfaction and customer retention.
About the role
You'll coordinate across data science, insights, trading and customer marketing teams to develop and deliver the base management plan. You'll be prepared to get your hands dirty and not just manage, exhibiting a desire to get the job done and deliver regular quality outputs. You will be required to collaborate and build strong relationships to show tangible improvements against key KPIs.
You will play a leading role in developing a customer contact strategy optimised for value growth and customer retention. You’ll build and report on the commercial plan for base management in partnership with Finance.
With the support of a Commercial Analyst, ensure that the base management plan is supported with time-bound deliverables and KPIs and performance is shared across Consumer.
You’ll have previous experience of base management and developing scenario models. You will have regularly presented to senior stakeholders, have experience of ‘agile’ project management and built and presented business cases. You have the ability to work as part of team, translate ‘big-picture to action’. You also have tenacity, resilience and influencing skills to impact at all levels.
It would be beneficial if you have a degree level education in a relevant subject and previous people management experience. Knowledge of the UK telco market, understanding of broadband technologies, experience of commercial marketing and customer base marketing will also be beneficial. You will have high level proficiency in MS Excel and be analytical in your approach.
We understand the importance of recognising and rewarding our colleagues. In addition to your base salary, you will be provided with a company bonus/commission, pension scheme, private healthcare cover, income protection and life assurance.
- Embrace flexible working
- Encourage you to participate in a development programme that will be led by you, supported by your line manager and backed by the business.
- Offer free TalkTalk broadband and TV
- Provide an opportunity to participate in share schemes
- Wellbeing and recognition schemes
- Offer a range of discounts on shopping
On top of all this, you get to choose your benefits flexibly around what works best for you!