Senior Commercial Manager, TalkTalk
CLM Retention
+ Company bonus/commission
Office located in Salford Quays, Manchester or Finsbury, London
Broadband, mobile & TV provider
Be an early applicant
Broadband, mobile & TV provider
501-1000 employees
Be an early applicant
+ Company bonus/commission
Office located in Salford Quays, Manchester or Finsbury, London
501-1000 employees
Company mission
To bring simple, affordable, reliable and fair connectivity to everyone.
Role
Who you are
- Proven experience in base lifecycle management, retention, and loyalty strategy
- Strong track record of driving value growth and reducing churn through innovative and data-led approaches
- Deep understanding of customer segmentation, cohort analysis, and lifecycle marketing
- Experience working in a matrix organisation, with strong stakeholder management and influencing skills
- Excellent communication and presentation skills, with the ability to engage and influence at all levels
- Hands-on experience with customer engagement platforms (e.g., Pega, Braze)
- Commercial acumen with P&L ownership or contribution experience
- Ability to translate data into actionable insights and build compelling business cases
What the job involves
- We’re looking for a strategic and data-driven Senior Base, Retention & Loyalty Manager to lead our efforts in driving customer value, reducing churn, and building long-term loyalty across the TalkTalk Consumer base
- This role sits within the Commercial team and plays a critical part in shaping and executing our customer lifecycle strategy
- You’ll be responsible for managing base performance, developing retention and loyalty initiatives, and ensuring that all customer-facing activity is prioritised and aligned across the business
- You’ll work cross-functionally with teams including Data, Marketing Comms, Product, and Regulatory, and will be a key voice in senior and board-level conversations
- Own and drive the base lifecycle strategy, including cohort management and churn prevention
- Lead the development and execution of data-led retention and loyalty campaigns, working closely with the Marketing Comms team
- Collaborate with Data Engineering and Reporting teams to ensure accurate and timely trading volume and value reporting, especially as we transition to Kraken
- Partner with stakeholders across the business to prioritise base-related activities, including regulatory communications and commercial initiatives
- Define and deliver strategies that grow customer lifetime value (CLV) and reduce churn across both base and acquisition segments
- Ensure strong collaboration and momentum across teams, including setting up regular working sessions and governance
- Present insights, strategies, and performance updates to senior leadership and board-level stakeholders
- Utilise platforms such as Pega, Braze, or similar to build and optimise customer journeys
- Manage and influence P&L performance related to retention and loyalty initiatives
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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