The Role

The Senior Trading Manager Retention is responsible for the commercial efficiency of our loyalty-retention trading KPI from re-contracting rate, through cease, winback, and avoidance of churn. You will be responsible for managing performance at a granular level.

You must be highly analytical and able to manage trading performance across multiple and inter-dependent KPI, balancing the revenue benefit of reduced churn volume against the retention and margin costs of doing that.

Highly organised you will maintain a clear roadmap of offer expiry and speed upsell or Altnet migration opportunities by customer base cohort. This will ensure that the loyalty-retention operations teams have the tools and price point / propositions to optimise their trading performance.

The Team

The Commercial Team plays a crucial role in driving the financial success of TalkTalk Consumer, by managing revenue generating activities, business strategy and customer/supplier relationships. We understand the market context, influence better commercial outcomes and interlink Consumer KPI through the customer lifecycle to balance trading risks and opportunities.

Our industry is fast paced, reactive and ever changing, which means we can never stand still and need to keep evolving to stay ahead of the competition. So, if you enjoy being challenged to think differently and creatively, and like collaborating with like-minded people then we’re looking forward to welcoming you into the team!

Role Expectations

Responsible for the commercial efficiency of our retention trading KPI, from contracting rate, through cease, winback, and avoidance of churn.

Responsible for churn trading outlook through utilisation of reporting flow from cease through to churn. Identify changes in the outlook due to supplier mix, contract status, scale of bill shock at end-of-contract, voluntary recontract Vs house move conversion rates or service issues.

Champion the retention performance management development requirements of the technology team, defining reports, ensuring KPI consistency, and working with data teams to deliver automation and self-service.

Accountable for ensuring that the GPL switch data is utilised in retention trading to update our retention toolkit to changes in competitive pressure.

Trading KPI to drive optimisation of investment in customer retention between credits,Gifting (Exertis), and vouchers (Giftcloud).

Trading KPI to manage price point compliance with operational teams to maximise margin during the recontract process.

Grow Early-Termination-Charge (“ETC”) revenue through development of trading KPI, technical capabilities, and strategies to drive ETC application.

Development of trading KPI to optimise Housemove conversion insight and planning; on-network Vs off-network housemove driven churn and reasons for a successful Vs unsuccessful move, and upsell rates when moving into an Altnet or FTTP enabled premise.

Highly organised

Very numerate

Behave with high level of integrity, honesty, respect, and empathy.

Prepared to make decisions and recommendations for improvement and being responsible for outcomes.

Excellent communication and collaborating skills.

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.