Retention Manager

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Location: London, Speechmark + Hybrid Working
Salary: Excellent basic salary plus bonus and Vodafone benefits
Working Hours: Full time 37.5 hours per week - Mon to Fri

Hybrid

At Vodafone UK we believe that through collaboration and connection we can achieve great things. Our hybrid working approach allows our people to work both in the office and at home, providing the flexibility and resources you need to succeed in your role. Our "Office in a Box" home working kit will provide you with everything you need, no matter where you are.

Who We Are

We're a global technology communications company that empowers people and businesses to stay connected and thrive in a digital world. With a focus on innovation, sustainability and earning customer loyalty, we leverage cutting-edge technology to offer products and services that enhance communication and improve lives.

At Vodafone UK, diversity isn't just a buzzword, it is core to who we are as a company. We're proud to be certified as a Great Place to Work and are committed to driving inclusion for all; creating a workplace that is fully representative of the communities and customers we serve.

Be a part of Vodafone UK Consumer team where creating and developing products, services and propositions is at the forefront. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions, this is where some of our best ideas are brought to life.

What you'll do

The role will need to a have holistic view of the customer lifecycle, recognising that the fight to keep customers starts the moment they join. Areas of focus will be varied but may cover operational onboarding journeys, overseeing credit vetting processes and identifying pockets of customers in the base who need to be proactively helped to ensure they remain loyal to the brand.

• Define and lead the Talkmobile churn reduction programme, exceeding churn targets in the annual plan.
• Understand the drivers of churn across the customer lifecycle, via commercial analysis, and work with other members of the Talkmobile team and external suppliers to implement changes. This includes credit reference agencies, fraud teams, CVM and call centres.
• Work with the wider Talkmobile team and Vodafone retention team to identify areas of opportunity/ transferable practices to drive churn reduction. Be hands on by creating & testing strategies across all channels and customer touchpoints.
• Work closely with channels to forensically understand performance and implement improvements.
• Develop accurate business cases to stack rank commercial opportunities, and after understanding implementation limitations, prioritise churn activity to drive the biggest improvements.
• Weekly/monthly forecasting of key KPIs

Who you are

• Previous experience with ID & credit checking processes.
• Aptitude for working in small multi-disciplinary teams, typical of small business and entrepreneurial environments.
• Extensive commercial experience (mobile telecoms or Home Broadband preferable but not required).
• Experience of using SQL is an advantage.
• Extremely competent relationship builder and effectively able to influence senior management.
• Proven ability to manage external vendors and internal virtual teams.
• Highly analytical with the ability to translate data into operational action plans.

What we offer

We believe that taking care of our employees is the key to their success. That is why we offer an excellent remuneration and bonus package with up to 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects.

We offer an extensive benefits package that can be tailored to suit you and your family, including employee discounts, retail vouchers, pension plan and share schemes. We take pride in our commitment to supporting you at every stage of your career by providing top of the range learning and development tools and market leading parental leave policies.

Together we can

Vodafone UK 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.
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 refer to the Accessibility section of our Careers website (https://careers.vodafone.com/uk/applying-to-vodafone/) for guidance.

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Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.