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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, career development opportunities, and a collaborative work environment.
- Other info: Work with diverse teams and enjoy excellent career growth potential.
- Why this job: Make a real impact on customer retention and experience in a fast-paced industry.
- Qualifications: Experience in base planning and strong analytical skills required.
The predicted salary is between 60000 - 80000 £ per year.
As Senior Base Planning Manager, you will 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 will 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 will 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 will 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.
- Customer Value Maximisation
- Act as the representative of the Base Management team to maximise 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 a 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 Manchester employer: TalkTalk
Contact Detail:
TalkTalk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Commercial Manager-Base Planning in Manchester
✨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 the company’s mission.
✨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 real interviewers.
✨Tip Number 4
Don’t forget to follow up after your interviews! A simple thank-you email can go a long way in leaving a positive impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Senior Commercial Manager-Base Planning in Manchester
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 management. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've driven customer retention or improved processes in previous roles. We love seeing quantifiable results!
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon unless it's relevant. We appreciate a well-structured application that’s easy to read.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way to ensure it gets into the right hands and shows your enthusiasm for joining our team!
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, especially in a telecoms context. Brush up on customer lifecycle programs, retention strategies, and how to optimise customer value. Being able to discuss these topics confidently will show that you're the right fit for the role.
✨Showcase Your Cross-Functional Collaboration Skills
Since this role involves working with various teams like Marketing, Finance, and Customer Operations, be prepared to share examples of how you've successfully collaborated across departments in the past. Highlight your ability to influence stakeholders and communicate effectively.
✨Prepare for Risk Management Questions
Given the emphasis on risk management in the job description, think about potential risks related to base planning and how you would mitigate them. Be ready to discuss specific frameworks or strategies you've used in previous roles to manage risks effectively.
✨Demonstrate Your Analytical Prowess
This position requires strong analytical skills, so come prepared with examples of how you've used data to drive decisions. Whether it's interpreting complex data sets or developing innovative solutions, showcasing your analytical mindset will set you apart from other candidates.