Job Description

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. In this role, you will focus on understanding why customers leave, identifying at-risk segments, and designing solutions that increase engagement, satisfaction, and long-term value. You’ll 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 Talk Talk’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, etc.

• 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 & Experience

Essential Experience:

• Significant experience in Base Management, CRM, Retention, Loyalty or Commercial within telecoms, utilities, or subscription‑based businesses.

• Proven track record of driving commercial value from an existing customer base.

• Strong understanding of consumer telecoms pricing, propositions, and competitive landscape.

• Strong commercial expertise across telecoms products and propositions, with hands-on ownership of performance, commercial planning and in-life optimisation

• Strong analytical capability, including segmentation, cohort analysis, lifecycle marketing and data‑driven decision‑making

• Experience operating in a matrix organisation with strong influencing skills and cross‑functional leadership

• Commercial acumen with KPI ownership and value delivery experience

• Agile squad operating model and experience

• Skilled in facilitating agile ceremonies and stakeholder engagement sessions

• Governance and senior stakeholder management experience

• Regulatory and compliance awareness relevant to telecoms

Skills & Competencies

• Excellent analytical and problem-solving skills, with the ability to break down complex problems and identify innovative solutions

• Skilled in interpreting and synthesising data from various sources to uncover insights and trends

• Excellent communication and presentation skills, with confidence presenting at senior levels

• Strong stakeholder management skills, with the ability to influence and align cross-functional teams

• Ability to balance strategic thinking with tactical execution and attention to detail

• Ability to manage multiple concurrent projects and deliver against tight timelines

• Customer‑obsessed and focused on creating simple, transparent customer experiences

• Collaborative, resilient, adaptable, and comfortable operating at pace

Be Yourself. Make an Impact. Join Us.

As a recognised Top 50 Inclusive Employer in the UK, we believe that diversity fuels innovation and success. We’re committed to building a workplace that reflects the communities and customers we serve. At TalkTalk, inclusion is part of our DNA – we’re all 100% human, and we’ve created a culture where you can truly be yourself.

We’re not your traditional 9-5. We’re a dynamic, flexible workplace, and we’re excited to hear how you like to work. Whether you thrive in collaboration, focus better at home, or prefer a bit of both – let’s make it work.

What We Offer

• Flexible hybrid working – with a minimum of 50% office presence to support teamwork and connection

• Collaborative office spaces designed for creative thinking and innovation

• Generous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days!)

• Private healthcare for all employees

• Competitive pension scheme and performance-related bonus opportunities

• Free broadband for all employees

• Life event gifts – celebrating milestones like marriages and births

• Inclusive employee networks – open to all, supporting peer connection and thought-provoking conversations

• Salary sacrifice scheme – save on dental, gym, and more

• Big retail and leisure discounts

• 3 paid volunteering days a year – because making a difference matters to us too