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- Tasks: Lead planning and delivery initiatives to optimise TalkTalk’s customer base.
- Company: Join TalkTalk, a top inclusive employer in a dynamic new office in Manchester.
- Benefits: Enjoy flexible working, generous holidays, private healthcare, and discounts.
- Other info: Collaborative culture with excellent career growth opportunities.
- Why this job: Make a real impact on customer experience and retention strategies.
- Qualifications: Experience in base planning and strong analytical skills required.
The predicted salary is between 50000 - 60000 £ per year.
This role is offered as a 12 month FTC. Join us as we embark on an exciting new chapter in our brand-new office at Circle Square, Manchester.
As Senior Base Planning Manager, you'll lead the planning, coordination, and delivery of initiatives and activities that protect, grow, and optimise TalkTalk’s customer base. Providing structured governance, overseeing cross functional planning and delivery, you'll ensure alignment to commercial, trading, operational and customer experience objectives.
With responsibility for owning and developing the base calendar as part of the quarterly and annual planning process, you'll play a critical role in delivering strategies, plans, and insights which grow value from TalkTalk's existing customer base. Working in collaboration with stakeholders across Finance, Products, Marketing, Data, Analytics, GTM, Digital, Customer Operations and Customer Lifecycle Management, you'll ensure TalkTalk maximises retention, margin, and customer satisfaction.
Main Responsibilities- Base Planning Ownership
- Own the base calendar and lead the quarterly and annual planning for base and marketing, ensuring a fully aligned and agreed plan reflecting business priorities.
- Run cross functional planning forums that align Product, Marketing, Trading, Digital and Customer Ops on quarterly and annual base plans, risks, and delivery sequencing.
- Shape prioritisation frameworks to ensure focus on initiatives that maximise customer lifetime value, reduce churn and support TalkTalk’s challenger strategy.
- Act as the single point of contact for all activity/programme requests that are related to the base, ensuring effective quality control of requests and impact assessment.
- Govern an integrated customer base calendar to avoid customer fatigue and optimise business pacing/rhythm.
- Drive continuous improvement in base planning processes, proactively finding opportunities for efficiency and value optimisation.
- Risk Management and Mitigation
- Identify commercial, regulatory and execution risks for base related activities and proactively identify mitigation strategies.
- Design mitigations and ensure alignment with internal commercial governance and risk management policy.
- Identify at risk value cohorts, assess impact and establish treatments to minimise churn impact and maximize Customer Lifetime Value.
- Customer Value Maximisation
- Act as the representative of the Base Management team to maximize the value protection and generation on industry driven projects.
- Lead long term strategic projects to ensure value is at the heart of decision making.
- Oversee base focused programs aimed at improving customer experience, driving engagement, and reducing churn, ensuring impact on customer base is reflected in base planning.
- Work closely with other Base Management team members and relevant stakeholders to ensure effective treatments are considered and active in base management activities.
- Vet and contribute to business cases from a base value management perspective to ensure we have realistic expectations and are progressing with the right projects.
- Cross Functional Collaboration
- Act as the central point of alignment across Product, Marketing, Trading, Commercial, Operations, Data and Technology teams, ensuring Base programmes are delivered cohesively and on time.
- Build strong relationships across TalkTalk and influence stakeholders through clear, succinct communication of programme strategy, impact, risks and benefits.
- Work closely with marketing, finance, product, GTM, data, analytics and base management teams to build and execute unified base calendar plan.
- Ensure alignment across teams and provide clear communication to stakeholders on progress and recommendations.
- Collaborate across internal teams to align customer journeys, messaging, and programme design.
- Performance Monitoring & Communication
- Track status and performance of base calendar items and base programmes.
- Flag any issues and risks early on to ensure timely resolution/mitigation.
- Work with Insights teams to develop performance and business impact review for base calendar items and base programmes.
- Communicate effectively with wider stakeholders to drive awareness of base activities and impact.
- Extensive experience in base planning, base management, or related roles.
- Strong understanding of Commercial, Trading, Sales and Operational teams in a telecoms or subscription-based environment.
- Deep understanding of customer lifecycle programs including retention, cross sell/upsell, loyalty, engagement, and monetisation.
- Proven ability to lead multi disciplinary teams and influence senior stakeholders in a complex matrix organisation.
- Demonstrated capability in risk management, dependency mapping and benefits realisation frameworks.
- Ability to manage complex planning and prioritisation processes.
- Ability to develop innovative solutions and strategic recommendations and be able to convey concepts to create value.
- Strong business acumen and experience delivering data driven results.
- Strong commercial understanding and business process design/improvement.
- Strong analytical and problem-solving skills with the ability to interpret complex data.
- Excellent communication and cross functional collaboration skills.
- Strong influencing and stakeholder management skills.
- Customer obsessed mindset focused on creating simple and compelling customer experiences.
- Highly collaborative, adaptable, resilient and comfortable working at pace in a fast changing environment.
- Bachelor’s degree in Business, Finance, Economics, Analytics, or related field; advanced degree (e.g. MBA/MSc) preferred.
- Demonstrable experience in base planning, programme management, revenue management, or base management within telecoms or similar subscription based industries.
Be Yourself. Make an Impact. Join Us. As a recognised Top 50 Inclusive Employer in the UK, we believe that diversity fuels innovation and success. We’re committed to building a workplace that reflects the communities and customers we serve. At TalkTalk, inclusion is part of our DNA – we’re all 100% human, and we’ve created a culture where you can truly be yourself.
We’re not your traditional 9-5. We’re a dynamic, flexible workplace, and we’re excited to hear how you like to work. Whether you thrive in collaboration, focus better at home, or prefer a bit of both – let’s make it work.
What We Offer- Flexible hybrid working – with a minimum of 50% office presence to support teamwork and connection.
- Collaborative office spaces designed for creative thinking and innovation.
- Generous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days!).
- Private healthcare for all employees.
- Competitive pension scheme and performance-related bonus opportunities.
- Free broadband for all employees.
- Life event gifts – celebrating milestones like marriages and births.
- Inclusive employee networks – open to all, supporting peer connection and thought-provoking conversations.
- Salary sacrifice scheme – save on dental, gym, and more.
- Big retail and leisure discounts.
- 3 paid volunteering days a year – because making a difference matters to us too.
Senior Base Planning Manager employer: TalkTalk Group
Contact Detail:
TalkTalk Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Base Planning Manager
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for opportunities, especially in base planning roles. You never know who might have the inside scoop on openings at TalkTalk or similar companies.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand TalkTalk’s customer base strategies and be ready to discuss how your experience aligns with their goals. Show them you’re not just another candidate; you’re the one they need!
✨Tip Number 3
Practice your pitch! Be clear about your achievements in base management and how you've driven customer value in previous roles. This is your chance to shine and show how you can contribute to TalkTalk’s success.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the TalkTalk team. Let’s get you that interview!
We think you need these skills to ace Senior Base Planning Manager
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Base Planning Manager role. Highlight your experience in base planning and how it aligns with our goals at TalkTalk. We want to see how you can contribute to optimising our customer base!
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples from your past roles that showcase your analytical abilities, risk management expertise, and cross-functional collaboration. We love seeing how you've made an impact in previous positions.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications and fit for the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, you’ll get to explore more about our culture and values while you’re there!
How to prepare for a job interview at TalkTalk Group
✨Know Your Base Planning Inside Out
Before the interview, dive deep into base planning concepts and strategies. Familiarise yourself with how customer lifecycle programmes work, especially in a telecoms context. Being able to discuss specific examples of how you've maximised customer lifetime value or reduced churn will show that you’re not just knowledgeable but also experienced.
✨Showcase Your Cross-Functional Collaboration Skills
This role requires working closely with various teams like Marketing, Finance, and Customer Operations. Prepare examples of past experiences where you successfully collaborated across departments. Highlight how you influenced stakeholders and ensured alignment on projects, as this will demonstrate your ability to navigate a complex matrix organisation.
✨Be Ready to Discuss Risk Management
Understanding risk management is crucial for this position. Think about times when you identified potential risks in base-related activities and how you developed mitigation strategies. Be prepared to discuss these scenarios in detail, as it will showcase your analytical skills and proactive approach.
✨Communicate Clearly and Confidently
Effective communication is key in this role. Practice articulating your thoughts clearly and succinctly, especially when discussing programme strategies and their impacts. Consider doing mock interviews with friends or using video tools to refine your delivery, ensuring you come across as confident and engaging.