Location
Speechmark, London + Hybrid
Salary
Excellent basic salary plus bonus and Vodafone benefits
Working Hours
Full time 37.5 hours per week – Monday to Friday
Hybrid Working
Work in the office and at home with flexibility. 2–3 days in office each week, with at least 8 days per month. Work with your line manager to understand expectations.
Overview
The role is part of VodafoneThree’s Consumer team, focusing on customer retention and commercial performance. You will be responsible for forecasting, monitoring and optimising PAYM customer outflow to protect revenue and strengthen relationships.
What You’ll Do
- Own and manage PAYM outflow performance, including forecasting and tracking voluntary and involuntary churn across volume and S15 value measures.
- Develop, manage and optimise reactive retention toolkits, ensuring effective execution across customer channels while balancing retention volumes and commercial value.
- Design and coordinate Segment of One retention activities, delivering timely briefings and targeted interventions to reduce churn.
- Partner with BCRC to support churn forecasting, performance monitoring and the delivery of retention objectives.
- Oversee involuntary migration programmes, identifying opportunities to improve customer outcomes through process enhancements and automation.
- Ensure retention toolkits align with the wider strategy, contributing to the delivery of P2P and customer value objectives.
- Build strong relationships across channels, leading performance management and collaboration with outbound sales teams, inbound assisted channels, indirect partners and digital teams.
- Influence stakeholders to identify opportunities for continuous improvement and strengthen customer retention performance across the business.
Who You Are
- Experience in customer retention, churn management and outflow forecasting, with the ability to translate data into actionable commercial outcomes.
- Strong understanding of PAYM customer behaviours, trends and market dynamics, with a customer‑centric approach to decision‑making.
- Proven ability to design, implement and optimise retention and save strategies that deliver measurable results.
- Skilled at working collaboratively across multiple teams, building partnerships with retention, BCRC, commercial and channel stakeholders.
- Expertise in churn analytics, using insight and performance data to develop effective mitigation strategies and improve retention outcomes.
What We Offer
Great pay, bonuses, up to 28 days off plus bank holidays, paid time for charity work, and a full benefits package that includes discounts, vouchers, a pension plan and more. We support career development with learning tools and strong parental leave policies.
Eligibility and Accessibility
We are a Disability Confident Employer and welcome applicants with disabilities. If you need reasonable adjustments during the recruitment process, please refer to our guidance on the Careers website.
Regulation
Regulated by the Financial Conduct Authority; all offers are subject to background checks including criminal (DBS) and financial checks.
VodafoneThree - Outflow Trading Manager employer: VodafoneThree
VodafoneThree is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of Newbury. With a strong commitment to employee growth, we provide extensive training opportunities and personalized benefits, ensuring our team members thrive both professionally and personally. The hybrid work model enhances work-life balance, making VodafoneThree a rewarding place for those looking to make a meaningful impact in enterprise delivery transformation.
