At a Glance
- Tasks: Drive customer retention and value growth through strategic initiatives and data-driven insights.
- Company: Dynamic telecommunications company with a focus on innovation and collaboration.
- Benefits: Flexible hybrid working, generous holiday, private medical insurance, and discounts from top brands.
- Other info: Join a diverse team committed to equal opportunities and personal growth.
- Why this job: Make a real impact on customer experience while leading exciting commercial strategies.
- Qualifications: Experience in customer retention and strong analytical skills required.
The predicted salary is between 60000 - 80000 £ per year.
Office location with Hybrid working: Hammersmith
About the role and the Team
We are looking for a Senior Commercial Manager – Base to own and drive the performance of our existing customer base across both value and volume KPIs. This role is accountable for churn reduction and base ARPU growth, leading the end‑to‑end strategy, execution, and performance of retention and value management initiatives. The ideal candidate is a hands‑on commercial leader who combines strategic thinking with strong execution and thrives in a cross‑functional, fast‑paced environment with ownership.
What will you be doing?
- Churn & Retention Ownership (Volume KPI)
- Own and deliver churn KPI targets, managing the full retention and save portfolio
- Define and execute proactive and reactive churn reduction strategies
- Lead the design and optimization of retention, save, and renewal journeys across all channels (telesales, digital, inbound)
- Identify key churn drivers and translate insights into actionable commercial initiatives
- Work closely with CX, Customer Service, and IT teams to address root causes impacting churn
- Base ARPU Growth (Value KPI)
- Own and deliver base ARPU targets, balancing volume vs value trade‑offs
- Develop and execute upsell, cross‑sell, and price increase strategies
- Lead end‑to‑end price rise initiatives, from business case to execution with Tech & Product
- Continuously optimize offer structures and commercial levers to maximize customer lifetime value
- Commercial Planning & Execution
- Own budget and forecasting for base‑related KPIs (churn & ARPU)
- Translate strategy into clear execution plans across channels
- Ensure strong coordination with telesales, product, and marketing teams to deliver campaigns effectively
- Act as a “player‑coach”, driving execution while guiding stakeholders and teams
- Insight‑Driven Decision Making
- Proactively identify growth and retention opportunities through data
- Work closely with Analytics to define key analyses and performance tracking frameworks
- Use insights to continuously refine commercial strategies and priorities
- Able to self‑serve with an analytics tool for day‑to‑day analysis and reporting (Tableau knowledge as a plus)
- Cross‑functional Leadership
- Lead collaboration across Product, IT, Sales, CX, Marketing, and Finance
- Ensure alignment between commercial priorities and product/customer experience
- Act as the go‑to commercial owner for base performance, influencing senior stakeholders
What we are looking for?
- Previous experience in a commercial role with a focus on customer retention/churn management/base value management preferably within the telecommunications or broadband industry or any industry with subscription
- Bachelor's degree in Marketing, Business, or a related field
- Budgeting & forecasting
- Experience working in a fast‑paced environment
- Strong commercial acumen and analytical skills
Benefits
- Global Remote working for up to 2 weeks per year for those who are able to work remotely
- 25 days' paid holiday increasing each year, to a maximum of 35
- Extra days off for your birthday, moving home, wedding/civil partnership and to volunteer
- Private medical Insurance provided by AXA Health
- Life assurance covering 4 times your base salary
- Partnership with the Kings Trust
- Our pension scheme matches your contributions up to 4%
- Retail offers — discounts from hundreds of recognisable brands
- Free Hyperoptic broadband if you live in a Hyperoptic area
- Enhanced pay for new parents
We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.
Senior Commercial Manager – Retention and Base Value in London employer: Hyperoptic
As a Senior Commercial Manager at our Hammersmith office, you'll join a dynamic team that values innovation and collaboration, offering a vibrant work culture where your contributions directly impact customer retention and value growth. With benefits like global remote working, generous holiday allowances, and a commitment to employee development, we provide an environment that fosters both personal and professional growth, making us an exceptional employer for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Commercial Manager – Retention and Base Value in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Understand their products, values, and recent news. We want you to walk in feeling confident and ready to discuss how your experience aligns with their goals, especially around retention and base value.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to refine your answers. Focus on demonstrating your strategic thinking and execution skills, as these are key for a Senior Commercial Manager role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand. Let’s get you on board!
We think you need these skills to ace Senior Commercial Manager – Retention and Base Value in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Senior Commercial Manager. Highlight your experience in churn management and base value strategies, as these are key for us. Use specific examples that showcase your achievements in similar roles.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Tell us why you're passionate about retention and how your strategic thinking can drive our goals. Keep it engaging and make sure to connect your past experiences with what we’re looking for.
Showcase Your Analytical Skills:Since data-driven decision making is crucial for this role, don’t forget to mention any tools or methodologies you’ve used for analysis. If you’ve worked with analytics tools like Tableau, give us the details on how you’ve leveraged them to improve performance.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Hyperoptic
✨Know Your Numbers
As a Senior Commercial Manager, you'll need to demonstrate your understanding of key performance indicators like churn and ARPU. Brush up on relevant metrics and be ready to discuss how you've successfully managed these in the past.
✨Showcase Your Strategic Thinking
Prepare examples of how you've developed and executed retention strategies. Think about specific initiatives you've led that resulted in reduced churn or increased customer value, and be ready to share these stories during the interview.
✨Cross-Functional Collaboration is Key
This role requires working closely with various teams. Be prepared to discuss how you've effectively collaborated with departments like CX, IT, and Marketing in previous roles. Highlight any successful projects that involved cross-functional teamwork.
✨Data-Driven Decision Making
Familiarise yourself with analytics tools, especially if you have experience with Tableau. Be ready to explain how you've used data to inform your decisions and drive commercial success. This will show your analytical skills and ability to self-serve insights.
