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- Tasks: Lead planning and delivery initiatives to optimise TalkTalk’s customer base.
- Company: Join a dynamic telecom company focused on customer satisfaction and growth.
- Benefits: Competitive salary, flexible working options, and opportunities for professional development.
- Other info: Collaborative culture with excellent career advancement opportunities.
- Why this job: Make a real impact on customer retention and experience in a fast-paced environment.
- Qualifications: Experience in base planning and strong analytical skills required.
The predicted salary is between 60000 - 75000 £ per year.
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 maximise Customer Lifetime Value.
- 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.
Senior Commercial Manager-Base Planning in London employer: TalkTalk
Contact Detail:
TalkTalk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Commercial Manager-Base Planning in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and customer base. This will help you tailor your answers and show that you're genuinely interested in the role and how you can contribute to their goals.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online resources to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine in front of the hiring team.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. It shows your enthusiasm for the position and gives you another chance to reiterate why you’re the perfect fit.
We think you need these skills to ace Senior Commercial Manager-Base Planning in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in base planning and customer lifecycle management. We want to see how your skills align with our needs at TalkTalk!
Showcase Your Collaboration Skills: Since this role involves working with various teams, emphasise your ability to collaborate and influence stakeholders. Share examples of how you've successfully worked across departments in the past.
Highlight Your Analytical Prowess: We love data-driven decision-making! Be sure to mention any experience you have with performance monitoring and risk management. Show us how you've used analytics to drive results.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling on your journey with StudySmarter.
How to prepare for a job interview at TalkTalk
✨Know Your Base Planning Inside Out
Make sure you understand the ins and outs of base planning. Familiarise yourself with TalkTalk’s customer lifecycle programmes, retention strategies, and how they optimise customer value. Being able to discuss these topics confidently will show that you're ready to take on the Senior Commercial Manager role.
✨Showcase Your Cross-Functional Collaboration Skills
Prepare examples of how you've successfully collaborated with different teams in the past. Talk about specific projects where you aligned various stakeholders, like Marketing and Customer Operations, to achieve a common goal. This will demonstrate your ability to work cohesively across departments.
✨Be Ready to Discuss Risk Management
Since risk management is a key part of this role, come prepared with examples of how you've identified and mitigated risks in previous positions. Highlight your analytical skills and how you've used data to inform your decisions, as this will resonate well with the interviewers.
✨Communicate Clearly and Effectively
Practice articulating your thoughts clearly and succinctly. You’ll need to convey complex ideas simply, especially when discussing programme strategies and impacts. Consider doing mock interviews to refine your communication style and ensure you can engage effectively with senior stakeholders.