Three Mobile Retention & Forecasting Commercial Manager

Location: Newbury or London + Hybrid

Working hours: Full time 37.5 hours per week – Mon to Fri

Salary: Excellent basic salary plus bonus and benefits

What you’ll do

In this role, you’ll take end‑to‑end ownership of retention and upgrade strategy for our Pay Monthly (PAYM) customers, with a strong focus on forecasting and planning across the trading function. Your work will play a key part in protecting and growing Three’s mobile contract base by bringing clarity, consistency and commercial focus to how we plan, prioritise and deliver across all customer journeys and segments. You’ll use customer insight, market trends and data‑led forecasting to balance short‑term trading outcomes with long‑term customer value. Through a mix of proactive and reactive retention activity - including upgrades, pricing strategies and targeted interventions - you’ll help reduce churn, improve tenure and drive sustainable value growth.

Collaboration sits at the heart of this role. You’ll work closely with teams across Acquisition, Credit & Risk, Analytics, Commercial Operations and Product, building alignment and influencing direction. You’ll be comfortable engaging senior stakeholders, contributing to governance forums and ensuring decisions are supported by clear insight, robust forecasting and strong commercial thinking.

• Own and deliver the PAYM retention and upgrade strategy, ensuring alignment with overall commercial objectives and P&L targets.
• Lead forecasting and performance management across retention, upgrade and churn KPIs for Pre‑MAF, Post‑MAF and P2P segments.
• Use market trends and customer data to design and deploy segmented proactive and reactive pricing strategies across assisted and digital channels.
• Shape competitive upgrade propositions and pricing approaches to maximise customer tenure and lifetime value.
• Work closely with BCRC, Acquisition and Commercial Operations teams to balance inflow and retention for the best overall P&L outcomes.
• Own and continuously optimise Three to Vodafone customer migrations, refining segmentation and pricing strategies over time.
• Partner with Analytics and Data teams to develop advanced forecasting models, predictive churn insights and personalised retention offers.
• Collaborate with Commercial and Product teams to ensure upgrade propositions remain relevant, competitive and compelling.
• Lead planning cycles across the trading function, aligning teams around shared objectives and priorities.
• Drive greater forecasting accuracy and predictability across key planning KPIs.
• Influence senior stakeholders and governance forums to secure investment and prioritise retention and cross‑brand migration initiatives.
• Ensure activity is delivered in line with agreed governance frameworks and strategic reporting requirements.

Qualifications

Who you are

• Strong experience in retention, upgrade and churn management with a track record of delivering large-scale commercial outcomes.
• A deep understanding of the PAYM customer lifecycle, including pricing levers, tenure drivers and customer value management.
• Experience using churn analytics, designing retention toolkits and executing campaigns across multiple channels.
• Well‑developed commercial judgement, including P&L accountability and the ability to balance volume, value and margin.
• Leadership experience with the ability to influence senior stakeholders.

Worried that you don’t meet all the desired criteria exactly? We know that everyone is unique, with multiple aspects to their identity and different experiences behind them. We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description or you require a more flexible working pattern, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What We Offer

We care about our people’s success by offering great pay, bonuses, up to 28 days off plus bank holidays, and paid time for charity work. You can personalise our benefits for you and your family, like discounts, vouchers, a pension plan and loads more. We help with your career through our amazing learning tools and top‑notch parental leave policies.

Need to know

We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards. We believe everyone should have the opportunity to interview for a role that matches their skills. In collaboration with our Talent, Diversity & Inclusion teams and our employee‑led DEI Networks, we identified a range of reasonable adjustments to help you feel comfortable and perform at your best self during the interview process. If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, a sign language interpreter, or assistive technology, please contact your recruiter directly or email jobs@three.co.uk for guidance.

We use AI in different parts of our business to boost innovation, improve efficiency, and create new opportunities. We know many candidates use AI to fine‑tune their CVs or prepare for interviews, but what we really care about is your unique experiences and achievements. During the interview, we want you to rely on your own knowledge and skills to show us who you really are—your personality, creativity, and abilities. Above all, we’re looking for authenticity and can’t wait to get to know the real you.