Location
Newbury or London + Hybrid* (*Hybrid working, arrive 2-3 days per week)
Working Hours
Full time, 37.5 hours per week – Mon to Fri
Salary and Benefits
* Excellent basic salary plus bonus and benefits
* Up to 28 days off plus bank holidays
* Paid time for charity work
* Discounts, vouchers, pension plan
What You’ll Do
* Own and deliver the PAYM retention and upgrade strategy, ensuring alignment with overall commercial objectives and P&L targets.
* Lead forecasting and performance management across retention, upgrade and churn KPIs for Pre‑MAF, Post‑MAF and P2P segments.
* Use market trends and customer data to design and deploy segmented proactive and reactive pricing strategies across assisted and digital channels.
* Shape competitive upgrade propositions and pricing approaches to maximise customer tenure and lifetime value.
* Work closely with BCRC, Acquisition and Commercial Operations teams to balance inflow and retention for the best overall P&L outcomes.
* Own and continuously optimise Three to Vodafone customer migrations, refining segmentation and pricing strategies over time.
* Partner with Analytics and Data teams to develop advanced forecasting models, predictive churn insights and personalised retention offers.
* Collaborate with Commercial and Product teams to ensure upgrade propositions remain relevant, competitive and compelling.
* Lead planning cycles across the trading function, aligning teams around shared objectives and priorities.
* Drive greater forecasting accuracy and predictability across key planning KPIs.
* Influence senior stakeholders and governance forums to secure investment and prioritise retention and cross‑brand migration initiatives.
* Ensure activity is delivered in line with agreed governance frameworks and strategic reporting requirements.
Qualifications
* Strong experience in retention, upgrade and churn management with a track record of delivering large‑scale commercial outcomes.
* A deep understanding of the PAYM customer lifecycle, including pricing levers, tenure drivers and customer value management.
* Experience using churn analytics, designing retention toolkits and executing campaigns across multiple channels.
* Well‑developed commercial judgement, including P&L accountability and the ability to balance volume, value and margin.
* Leadership experience with the ability to influence senior stakeholders.
Additional Information
We are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators’ standards.
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