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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.
- Why this job: Make a real impact on customer retention and experience in a fast-paced environment.
- Qualifications: Experience in base planning or programme management, preferably in telecoms.
- Other info: Collaborative culture with strong focus on innovation and career progression.
The predicted salary is between 60000 - 75000 £ per year.
This role is offered as a 12 month FTC. Location: London/Manchester.
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. You will provide structured governance, oversee cross-functional planning and delivery, ensuring 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 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 realistic expectations and progress 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.
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 Base Planning Manager employer: TalkTalk
Contact Detail:
TalkTalk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Base Planning Manager
✨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 about reaching 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 values and how they align with your own. This will help you tailor your responses and show that you’re genuinely interested in being part of their team.
✨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 Base Planning Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Senior Base Planning Manager role. Highlight your experience in base planning and cross-functional collaboration, and don’t forget to sprinkle in some relevant achievements that show how you’ve maximised customer value in previous roles.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this role. Share specific examples of how you've led planning initiatives and improved customer experiences, and make sure to connect your skills with our objectives at TalkTalk.
Showcase Your Analytical Skills: As a Senior Base Planning Manager, you'll need to demonstrate strong analytical abilities. In your application, mention any tools or methodologies you've used to assess risks and optimise customer lifetime value. We love numbers, so don’t shy away from sharing metrics that highlight your successes!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, you’ll find all the details you need about the role right there!
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 telecom context. Familiarise yourself with key metrics like customer lifetime value and churn rates, as well as how they relate to TalkTalk’s objectives. This will show that you're not just interested in the role but also have a solid grasp of what it entails.
✨Showcase Your Cross-Functional Collaboration Skills
Prepare examples of how you've successfully collaborated with different teams in previous roles. 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 be the central point of alignment that this role requires.
✨Be Ready to Discuss Risk Management
Think about potential risks related to base planning and how you would mitigate them. Be prepared to discuss past experiences where you identified risks and implemented strategies to minimise their impact. This will highlight your proactive approach and strategic thinking.
✨Communicate Clearly and Succinctly
Practice articulating your thoughts clearly and concisely. During the interview, you’ll need to communicate complex ideas effectively, especially when discussing programme strategy and stakeholder impacts. Consider doing mock interviews to refine your communication style and ensure you can convey your points confidently.