Office location with Hybrid working: Hammersmith
About the role and the Team:
We are looking for a Senior Commercial Manager – Base to own and drive the performance of our existing customer base across both value and volume KPIs. This role is accountable for churn reduction and base ARPU growth, leading the end-to-end strategy, execution, and performance of retention and value management initiatives. The ideal candidate is a hands-on commercial leader
who combines strategic thinking with strong execution and thrives in a cross-functional, fast-paced environment with ownership.
What will you be doing?
Churn & Retention Ownership (Volume KPI)
1. Own and deliver churn KPI targets, managing the full retention and save portfolio
2. Define and execute proactive and reactive churn reduction strategies
3. Lead the design and optimization of retention, save, and renewal journeys across all channels (telesales, digital, inbound)
4. Identify key churn drivers and translate insights into actionable commercial initiatives
5. Work closely with CX, Customer Service, and IT teams to address root causes impacting churn
Base ARPU Growth (Value KPI)
6. Own and deliver base ARPU targets, balancing volume vs value trade-offs
7. Develop and execute upsell, cross-sell, and price increase strategies
8. Lead end-to-end price rise initiatives, from business case to execution with Tech & Product
9. Continuously optimize offer structures and commercial levers to maximize customer lifetime value
Commercial Planning & Execution
10. Own budget and forecasting for base-related KPIs (churn & ARPU)
11. Translate strategy into clear execution plans across channels
12. Ensure strong coordination with telesales, product, and marketing teams to deliver campaigns effectively
13. Act as a “player-coach”, driving execution while guiding stakeholders and teams
Insight-Driven Decision Making
14. Proactively identify growth and retention opportunities through data
15. Work closely with Analytics to define key analyses and performance tracking frameworks
16. Use insights to continuously refine commercial strategies and priorities
17. Able to self-serve with an analytics tool for day-to-day analysis and reporting (Tableau knowledge as a plus)
Cross-functional Leadership
18. Lead collaboration across Product, IT, Sales, CX, Marketing, and Finance
19. Ensure alignment between commercial priorities and product/customer experience
20. Act as the go-to commercial owner for base performance, influencing senior stakeholders
What we are looking for?:
21. Previous experience in a commercial role with a focus on customer retention/ churn management/ base value management preferably within the telecommunications or broadband industry or any industry with subscription
22. Bachelor's degree in Marketing, Business, or a related field
23. Budgeting & forecasting
24. Working in a fast-paced environment
25. Strong commercial acumen and analytical skills
26. CRM Tool Knowledge (Braze, Pega, Optimove etc) - DESIRABLE
Why work for us?
We are proud to have been recognized as the Which? Great Value Broadband Provider in March. In, we were voted Broadband Provider of the Year at the Uswitch Telecoms Awards by 20, customers and received the Fair Terms Gold Award. Additionally, we have earned the Great Place to Work Certification (–23) and were named among the UK's Best Workplaces for Wellbeing .
Going beyond the expected
Whatever we're doing – whether we're liaising with property professionals, delivering our network, or installing in a customer's home, going beyond the expected is the benchmark for everything we do. How we work is shaped by our three culture principles:
27. We work smarter, together
28. We stay focused
29. We strive for excellence
Some of our key Benefits
30. Competitive salary
31. Global Remote working for up to 2 week per year for those who are able to work remotely
32. 25 days' paid holiday increasing each year, to a max of 35
33. Extra days off for your birthday, moving home, wedding/civil partnership and to volunteer
34. Private medical Insurance provided by AXA health
35. Life assurance giving you cover of 4 times your base salary
36. Partnership with the Kings Trust
37. Our pension scheme matches your contributions up to 4%
38. Retail offers — discounts from hundreds of recognisable brands
39. Free Hyperoptic broadband if you live in a Hyperoptic area
40. Enhanced pay for new parents
We're 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.