Senior Retentions Manager

Company Description

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.

Job Description

What the role is all about...

This role is to ensure that there is commercial trading rigour in all B2B segments (SoHo/SME/Corporate) creating and executing channel strategies and overseeing all commercial pricing decisions. This role holder supports the commercial pricing for all tools, GTM offers and deals.

Establish, develop and grow a team who focus on commercial trading success:

• Create and understand the customer life-time value metrics
• Propose and execute the commercial base strategy, monitor and propose options to optimise volume and value outcomes
• Create and own lead commercial KPI's with clear tracking of performance within the trading rhythm
• Manage the customer commercial life cycle ensuring value outcomes for both 3 B2B and the customer
• Commercial Management of EOCN, OOCN and any other regulatory impacts
• Quarterly budget forecasting for Upgrades & Voluntary Churn, at both a volume and MRC/rate level
• Tracking upgrades and churn performance to target / outlook on a weekly basis, ensuring that budget targets are achieved
• Forecasting, communicating and minimising future impacts from churn (Voluntary & Involuntary) and disconnections (14dmb & Fraud).
• Working cross-functionally to drive performance - in particular with Pricing, Channel, Change, CRM, Finance, and Data teams
• SME on B2B base, modelling its evolution on a monthly basis (eg end of contract profile) and an ad-hoc basis (eg impact of annual price change)
• Using insights on base and performance to design and implement compelling treatments for customers, to retain and grow value at relevant points in the customer lifecycle - eg 'high risk churn' customers. Ensure these align to the overall B2B Base Strategy
• Understanding the impact of new tools and processes on the existing base, and how they can be leveraged to maximise commercial outcomes - eg CPQ for upgrades

Please note: This is a 9 month fixed term contract

What you'll be doing...

• Support the Three senior leadership in achieving strategic goals and monitor progress with the use of appropriate metrics.
• Propose & Recommend commercial solutions for all areas of B2B
• Management of pricing recommendations based on market insight with the propositions team
• Propose and execute the base commercial strategy
• Input into 3rd Party negotiation to ensure a balanced approach to the base is taken
• Create the EOCN and OOCN offers matrix to maximise customer options at resign
• Support the creation of the budget with key inputs from the base to maximise B2B opportunity
• Create targeted base campaign offers to grow value in-life in conjunction with marketing and partners
• Understand the contract base and the tenure of agreements whilst managing and reducing customer cessations

Qualifications

What you'll ideally bring...

• Accounting qualification desired
• Extensive experience in the telco industry ideally B2B experience but not essential
• Achievement of commercial trading success in a Telecoms company
• Base Management experience required
• Strong Excel Skills

What you'll receive in return...

• A competitive salary, a car cash allowance, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary
• Hybrid working between your home (2-3 days a week) and our Reading HQ office in Green Park or our Glasgow office (2-3 days a week)
• 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
• Private Medical Insurance, Life Assurance and Income Protection
• Free mobile phone package & unlimited sim-card
• On-site car parking (including electric!)
• .... Plus lots more including wellbeing and learning & development benefits!

Additional Information

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Our people make us who we are. We're a diverse and inclusive bunch, and it's important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.]]>