Customer Communications & Marketing Manager, TalkTalk
Loyalty
+ Performance-related bonus opportunities
Minimum of 50% office presence
3-5 days a week in office (Salford Quays, Manchester)
Broadband, mobile & TV provider
Open for applications
Broadband, mobile & TV provider
501-1000 employees
Open for applications
+ Performance-related bonus opportunities
Minimum of 50% office presence
3-5 days a week in office (Salford Quays, Manchester)
501-1000 employees
Company mission
To bring simple, affordable, reliable and fair connectivity to everyone.
Role
Who you are
- Detailed understanding of loyalty, CRM, and advocacy marketing strategies and best practices
- Strong grasp of customer engagement, retention, and advocacy drivers in telecoms, utilities, or other consumer-facing sectors
- Familiarity with loyalty programme design, referral schemes, and customer lifecycle management
- Knowledge of data analytics tools, CRM systems, and customer insight platforms
- Awareness of regulatory and compliance requirements for customer communications
- Excellent communication and storytelling skills, able to inspire advocacy and loyalty
- Advanced analytical and data interpretation skills, with the ability to translate insights into actionable loyalty initiatives
- Strong project management skills, able to deliver multiple programmes and campaigns simultaneously
- Exceptional stakeholder management and cross-functional collaboration skills
- Creative problem-solving and innovation in developing new loyalty and advocacy approaches
- Ability to measure, report, and optimise loyalty programme performance
- Significant experience in loyalty, CRM, or advocacy marketing, ideally in a B2C environment
- Proven track record of delivering successful loyalty or advocacy programmes
- Experience using data and analytics to shape and optimise customer engagement strategies
- Experience managing external partners, agencies, or suppliers
- Demonstrated ability to work in agile, cross-functional teams
- Customer-focused, collaborative, and commercially minded
- Passionate about building advocacy and loyalty
- Comfortable challenging the status quo and bringing new ideas
- Adaptable, resilient, and able to work at pace in a fast-changing environment
What the job involves
- Drive the development and delivery of loyalty and advocacy programmes that build deeper relationships with our customer base, increase advocacy, and support commercial objectives
- Work in cross-functional squads to ensure loyalty initiatives are integrated across the business
- Design and implement loyalty programmes and advocacy initiatives that drive customer engagement and retention
- Work with Commercial, Product, and Data teams to align loyalty activity with business goals and customer insights
- Develop communications that celebrate customer milestones, encourage referrals, and build brand advocacy
- Monitor loyalty metrics and use data to refine and improve programmes
- Collaborate with the Stakeholder Engagement team to ensure all loyalty communications are compliant and on-brand
- Assist with the development of key KPIs to ensure continued focus across the business on advocacy and loyalty
Our take
TalkTalk is a connectivity provider serving 4 million customers. Originally founded as a subsidiary of Carphone Warehouse, it was demerged as a standalone company in 2010. TalkTalk boasts a number of firsts in the industry; including launching free calls between its customers, providing a whole-home filtering service, and bringing WiFi 6 router technology to the UK.
In hopes of optimising the experience of its broadband customers, TalkTalk has partnered with DZS, which is a leader in access and optical edge infrastructure and cloud software solutions. TalkTalk will leverage the market-leading technologies of DZS, including DZS CloudCheck and Expresse Cloud EDGE, towards reducing call escalations, minimising equipment replacements and shortening call handling times.
In 2022, TalkTalk acquired rival SSE from Ovo Energy, in order to bolster its customer portfolio. Rumours of its own acquisition by Virgin Media O2 followed that same year, though the deal did not come to fruition. The company also agreed a partnership with Telecom Acquisitions, the manager of a number of broadband ISP brands and products, which includes TalkTalk securing the controlling stake in the company.
Freddie
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Company benefits
- Company pension scheme
- Private medical insurance
- Income protection and life assurance
- We all lead different lives and like to work differently, so whether it's working from home or starting and finishing your day later, we’ll give you the flexibility you need to do your best work
- We offer all of our people free TalkTalk Fibre, TV and Phone (you’ll be helping us make them what they are, so it’s only fair that you get to enjoy them)
- We run lots of wellbeing initiatives throughout the year to support your financial, physical, mental and lifestyle wellbeing
- We offer 18 weeks’ fully paid maternity leave and 4 weeks’ fully paid paternity leave when the big day arrives. The same applies for adoptive leave too. And, if you’re a grandparent, we’ll also give you a day off to spend time with your new grandchild
- You’ll get the chance to join one of our employee networks, such as Talk Pride, Women in Tech, Wellbeing or Neurodiversity communities. From arranging events like monthly coffee mornings to providing support, our communities are there for you
- We want to recognise the people that go above and beyond, and display our company values — we do that in a number of ways, from a simple thank you, to experience days
- Plus, you’ll have your birthday off, fully paid, every single year!
Company HQ
Salford, UK
Leadership
James Smith
(CEO)Previously CEO at PXC, CFO at Capricorn Energy, Director at Rothschild & Co and was the Vice President of Merrill Lynch International.
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