About Us:
At Cuckoo, we put our customers at the heart of everything we do, as we try to make their lives easier and their broadband faster. Because the truth is, we want them to actually feel good about their broadband. That’s why we call it feel-good broadband.
We’ve already topped MoneySavingExpert’s poll for the best customer service (twice) and are well on the way to achieving our overall aim: to become the UK’s most recommended way to connect.
So 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.
About this role:
Our Senior Commercial Manager will play a pivotal role in driving revenue growth and enhancing customer ARPU (Average Revenue Per User), across our newly combined Cuckoo customer base. You will lead initiatives to grow customer value by designing effective propositions and retention strategies. We’re looking for someone with exceptional knowledge of all facets of customer base management across a large subscription business. The role will require someone who has a passion for using segmentation and long-term performance data to inform future plans.
You'll be responsible for:
* Owning the pricing and value management plan for Cuckoo’s rapidly growing customer base, including x-sell, up-sell and retention propositions, to maximise customer lifetime value.
* Developing and executing strategic plans to drive customer revenue growth and increase ARPU through the development of compelling growth propositions: customer pricing and effective cross-sell & up-sell mechanisms.
* Leading cross-functional teams (inc Product, Acquisition, Digital & CX) to conceptualize, develop, and launch new propositions, services, and offers that address customer needs and drive value.
* Utilising market insights, customer segmentation, and competitive analysis to identify growth opportunities and develop targeted propositions.
* Working closely with Customer Experience to design an appropriate save offer toolkit that is both consistent with Cuckoo’s values and will drive Cuckoo towards industry leading retention performance.
* Leading the development and implementation of customer enrichment initiatives aimed at increasing customer loyalty, satisfaction, and lifetime value (CLV).
* Designing and implementing save and retention offers to minimize churn and maximize customer retention, leveraging data analytics and customer insights.
* Monitoring and analysing key performance metrics related to revenue, ARPU, customer satisfaction, and churn, providing insights and recommendations for improvement.
* Staying up to speed with industry trends, regulatory developments, and emerging technologies that impact the telecommunications market.
You should apply if you have:
* Ample experience in Commercial Management, Product Management, or Marketing roles within the telecommunications industry.
* A strong 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.
* Strong 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.
It would be great if you could also:
* An understanding of the UK Telco market and network provider infrastructure
* Previous experience working within a fast-paced start-up/scale up environment.
Life inside the nest:
* Annual Salary of up to £80,000 (DOE)
* 4x Life Assurance
* Income Protection
* Salary Sacrifice Pension
* 30 days holiday plus statutory bank holidays
* Enhanced Sick Leave
* Enhanced Family Leave
* Private Healthcare
* Private Dental Care
* Cycle 2 Work Scheme
* Health Cash Plan
* Shopping Discounts
* Discounted Breakdown Cover
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