Senior Customer Retention Marketing Manager

Job Description

Job title: Senior Customer Retention Marketing ManagerOffice location: Hammersmith - Hybrid working 3 days in the officeHyperoptic, a leading broadband provider in the UK, is seeking a dynamic and results-driven Customer Value Marketing Manager to join our team. This role is pivotal in managing customer churn, enhancing base retention, and driving base value. The ideal candidatewill possess a blend of strategic thinking, analytical mindset, and creative problem-solving skills. You will work closely with various teams such as: Analytics, Channels, Finance, CX and Audience Marketing.Key Responsibilities:Churn Management:

• Be responsible of the churn offer portfolio.
• Develop and implement strategies to reduce customer churn proactively.
• Analyse churn data to identify trends, root causes, and opportunities for improvement.
• Collaborate with customer service and technical support teams to address issues leading to churn.

Base Retention:

• Be responsible of the retention and renewal offer portfolio.
• Create and execute retention and renewal strategy to enhance customer satisfaction and loyalty.
• Work closely with direct marketing and channel teams to design and implement targeted communication plans to engage existing customers.
• Monitor and report on the effectiveness of retention initiatives, adjusting strategies as needed.

Base Value Management:

• Be responsible of the upsell/ cross sell offer portfolio of Hyperoptic base.
• Develop and implement strategies to drive base ARPU.
• Work closely with direct marketing and channel teams to execute value driving campaigns.
• Be responsible of the price rise actions from its plan to the launch with IT throughout the year.

Insight Development:

• Drive Analytics team to utilize customer data to create marketing strategies and decisions.
• Initiate analysis to identify & solve base specific business problems.

Cross-functional Collaboration:

• Partner with the Product, IT, CX, Sales and Audience Marketing Teams to align retention and value strategies with product offerings and enhancements.
• Work with finance to manage budget and forecast for base value and retention activities.
• Liaise with the brand and direct marketing team to ensure consistent messaging across all customer touchpoints.

What we are looking for:

• Educated to degree level or equivalent
• Familiarity with subscriber & recurring revenue models
• Experience in a marketing role with a focus on customer retention and churn management, preferably within the telecommunications or broadband industry
• Strong analytical skills with the ability to interpret complex data and translate insights into actionable strategies
• Strong understanding of B2C and B2B2C marketing practices
• Excellent project management skills with a proven track record of managing multiple projects simultaneously
• Exceptional stakeholder manager and team player

Why work for usWere in our customers corner and our vision is to be the UKs most loved and desired broadband provider, that shows the way broadband is done!Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. Were also very proud to have been awarded Great Place to Work Certification (2022-23) and UKs Best Workplaces for Wellbeing(2022)Some of our key Benefits

• Competitive salary
• 25 days paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, moving home, wedding/civil partnership and to volunteer
• Private medical Insurance provided by AXA health
• Life assurance giving you cover of 4 times your base salary
• Partnership with the Kings Trust
• Our pension scheme matches your contributions up to 4%
• Retail offers — discounts from hundreds of recognisable brands
• Free Hyperoptic broadband if you live in a Hyperoptic area
• Enhanced pay for new parents

Were committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.Required skills

• Customer Retention
• Marketing
• Retention