Senior Commercial Manager, Cuckoo
In-Life
£70k
Salary is approximate
Broadband provider
Job no longer available
Broadband provider
201-500 employees
Job no longer available
£70k
Salary is approximate
201-500 employees
Company mission
To become the UK's most recommended way to connect
Role
Who you are
- If you’re as customer obsessed as we are, and want to help change the face of the UK’s broadband industry, we’d love to hear from you
- Ample experience in Commercial Management, Product Management, or Marketing roles within the telecommunications industry
- Familiarity with customer lifetime value and the available levers to grow this
- A great understanding of pricing techniques, revenue management principles, and product lifecycle management
- A proven track record of developing and launching successful growth propositions and pricing strategies that drive revenue and enhance customer value
- Experience in customer segmentation, market analysis, and competitive benchmarking to inform commercial decisions
- Excellent analytical, strategic thinking, and problem-solving skills, with the ability to translate insights into actionable plans
- Great leadership and communication skills, with the ability to influence stakeholders and drive cross-functional collaboration
- The ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively
- Good knowledge of customer retention strategies, including save offers and loyalty programs, is highly desirable
What the job involves
- As a Senior Commercial Manager (In-Life), you will play a pivotal role in leading base management, customer retention and growth initiatives for Cuckoo
- You will be at the heart of executing our base growth strategy, driving the customer renewals process, x-sell and up-sell campaigns, and enhancing customer ARPU (Average Revenue Per User)
- You will lead our Retention squad, as well as heading-up initiatives to expand existing customer value and loyalty
- We’re looking for someone with exceptional knowledge of all facets of customer base management across a large subscription business, and a track record of successfully driving retention
- The role will require some who has a passion for using segmentation and long-term performance data to inform future plans
- Strategy & Execution: Create and implement the retention strategy, plan key actions and work with teams across the company to ensure successful execution
- Pricing & Value Management: Manage the pricing strategy to maximize customer retention and lifetime value (LTV) as Cuckoo’s customer base grows
- Revenue & ARPU Growth: Develop and execute plans to increase customer revenue and ARPU by offering attractive growth propositions, pricing strategies and effective cross-sell and up-sell opportunities
- Cross-Functional Leadership: Lead teams from Product, Acquisition, Delivery, Digital and Customer Experience to develop and launch offers, services and propositions that address customer needs while driving value
- Market Insights & Growth Opportunities: Use customer data, market trends and competitor analysis to find opportunities for growth and create targeted offers
- Retention Offer Design: Work with the Customer Experience team to create retention offers that align with Cuckoo’s values and improve retention performance
- Customer Loyalty & Satisfaction: Lead efforts to improve customer loyalty, satisfaction, and lifetime value through customer-focused initiatives
- Churn Reduction: Develop and implement offers that reduce churn and increase retention, using data and customer insights to inform decisions
- Performance Tracking: Monitor key metrics such as revenue, ARPU, customer satisfaction, churn and provide insights and recommendations for improvement
- Industry Trends & Innovation: Stay updated on industry changes, new regulations and emerging technologies to keep Cuckoo competitive
Application process
- We usually respond within three days
Our take
Founded in 2020, Cuckoo aims to improve the reputation of the broadband sector by revolutionising customer service.
The company is bringing in transparency to what it deems a "broken broadband market" and is positioning itself as a disruptor in the sector. Cuckoo has simple pricing, no loyalty tax, and no hidden charges while offering the fastest available speed on the network. It models its position in the market on disruptors in other sectors that successfully challenged larger competitors, such as Octopus Energy and Revolut.
Cuckoo is backed by leading venture capital investors, and is continually developing its products to offer the best broadband services for customers. It has also been voted twice in a row as MoneySavingExpert's top broadband provider for customer service, whilst TrustPilot reviews suggest that it's faring far better than competitors regarding customer service.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (2 rounds)
Apr 2021
$5.1m
SERIES A
May 2020
$0.7m
SEED
Total funding: $5.8m
Company benefits
- Enhanced Sick Pay
- Enhanced Family Leave
- 30 days holiday PLUS bank holidays
- Salary Sacrifice Pension
- 4x Life Assurance
- Income Protection
- Cycle 2 Work Scheme
- Private Healthcare
- Private Dental Care
- Health Cash Plan
- Discounted Breakdown Cover
- Annual Health Check
- Shopping Discounts
Company HQ
Paddington, London, UK
Leadership
Paul Hellings
(CEO)Share this job