At a Glance
- Tasks: Lead initiatives to boost customer loyalty and reduce churn through data-driven strategies.
- Company: Join TalkTalk, a dynamic company focused on customer value and growth.
- Benefits: Competitive salary, flexible working options, and opportunities for professional development.
- Other info: Be part of a team that values innovation and continuous improvement.
- Why this job: Make a real impact on customer satisfaction and retention in a fast-paced environment.
- Qualifications: Experience in data analysis, customer management, and cross-functional collaboration.
The predicted salary is between 60000 - 80000 € per year.
Base Management is recognised by TalkTalk as a critical enabler of growth and customer value. The Senior Manager – Base Management is responsible for leading the planning and delivery of initiatives that protect, grow, and optimise the performance of TalkTalk’s existing customer base. This includes retention, churn prevention, lifecycle optimisation, and customer value growth.
Main Responsibilities
- We are seeking a dynamic and data driven Senior Manager to lead initiatives aimed at improving customer loyalty and reducing churn of our customer base.
- Focus on understanding why customers leave, identifying at-risk segments, and designing solutions that increase engagement, satisfaction, and long-term value.
- Collaborate closely with cross functional teams including commercial, marketing and data science to understand user behaviour, identify friction points and create impactful experiences to increase retention.
Base Strategy and Roadmap
- Define TalkTalk’s base management strategy and roadmap, aligned to TalkTalk’s business objectives and priorities.
- Ensure base strategy supports long‑term brand trust and customer satisfaction, not short‑term churn deflection only.
- Identify and deliver opportunities to increase ARPU, tenure, and lifetime value across broadband, voice, TV, and value‑added services.
Base Strategy Delivery and Governance
- Facilitate the planning and implementation of retention, loyalty, cross‑sell and upsell initiatives supported by data‑driven insights.
- Translate commercial strategy into executable plans focused on churn reduction, customer lifecycle optimisation, migrations, retention propositions and out‑of‑contract management.
- Ensure Base management activities deliver measurable benefits (retention uplift, ARPU growth, reduced operational cost, improved NPS/CSAT).
- Ensure the team is working on the most impactful projects, identifying and mitigating any risks to delivery and resolving prioritisation conflicts.
- Provide structure, governance, and cross‑functional coordination across Commercial, Trading, Marketing, Operations, Finance, Technology and Customer functions.
Cross Functional Leadership
- Drive cross-functional collaboration and alignment across multiple teams and stakeholders.
- Work with cross‑functional squads involving Communications, Marketing, Product, Data, Technology, Finance and Operations to deliver base management initiatives.
- Ensure Base Management activity is fully aligned to commercial, trading, product, regulatory and customer‑experience priorities.
- Provide clear, concise updates to stakeholders, simplifying complex programmes and customer‑impact issues for decision‑making.
- Work closely with base squad to build best practice processes, ensuring feature requirements and documentation result in clarity of everyone involved.
Performance Review and Benefits Tracking
- Lead the business impact assessment for base activities to quantify churn reduction impact and margin improvement benefits.
- Lead post‑initiative evaluations, identifying lessons learned and codifying best practice into future base management strategies.
- Partner with Data and Reporting teams to ensure accurate and timely performance tracking on churn, CLV, retention, and value creation.
Agile Ways of Working Leadership
- Lead Base Squad sprint planning, scoping, reporting and documentation.
- Facilitate all Base Squad Agile ceremonies, e.g. Daily Stand up, Sprint Planning, Sprint Review and Sprint Retros.
- Coordinate squad effort and drive squad performance to ensure successful delivery of sprint outcomes.
- Drive continuous improvement of squad ways of working and squad efficiency to maximise squad performance.
Knowledge, Skills
Senior Manager - Base Management employer: TalkTalk
At TalkTalk, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a Senior Manager in Base Management, you will have the opportunity to lead impactful initiatives that drive customer loyalty and satisfaction while working alongside talented cross-functional teams. Our commitment to employee growth is evident through our continuous learning opportunities and a supportive environment that encourages creativity and strategic thinking, making TalkTalk a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager - Base Management
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Senior Manager role.
✨Tip Number 2
Prepare for interviews by researching TalkTalk’s current initiatives and challenges in base management. We want to see you demonstrate your understanding of customer retention strategies and how you can contribute to their goals.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the responsibilities of the role. We suggest highlighting your data-driven approach and any successful projects you've led in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. We’re excited to see how you can help us grow and optimise TalkTalk’s customer base!
We think you need these skills to ace Senior Manager - Base Management
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Manager – Base Management role. Highlight your experience in customer retention, churn prevention, and data-driven decision-making. We want to see how your skills align with our goals!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about base management and how you can contribute to TalkTalk's growth. Keep it engaging and relevant to the job description.
Showcase Your Data Skills:Since this role is all about data-driven insights, make sure to showcase your analytical skills. Mention specific tools or methodologies you've used to drive customer loyalty and reduce churn. We love numbers!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at TalkTalk
✨Know Your Numbers
As a Senior Manager in Base Management, you'll need to be data-driven. Brush up on key metrics like churn rates, ARPU, and customer lifetime value. Be ready to discuss how you've used data to drive decisions in previous roles.
✨Showcase Cross-Functional Collaboration
This role involves working with various teams. Prepare examples of how you've successfully collaborated with marketing, data science, and other departments to achieve common goals. Highlight your ability to simplify complex issues for stakeholders.
✨Demonstrate Strategic Thinking
TalkTalk is looking for someone who can define and execute a base management strategy. Be prepared to discuss your approach to developing long-term strategies that enhance customer loyalty and satisfaction, not just short-term fixes.
✨Prepare for Agile Discussions
Since the role involves leading Agile ceremonies, brush up on Agile methodologies. Be ready to share your experience with sprint planning and how you've driven team performance in past projects. Show that you can facilitate and motivate a team effectively.
