We’re looking for a data-driven Senior Manager - Base Management to lead customer retention, reduce churn, and drive long-term value across our base.
You’ll own the base strategy and roadmap, using insights to identify at-risk customers, optimise lifecycle journeys, and deliver initiatives that grow ARPU, tenure, and CLV.
Working cross-functionally with Commercial, Marketing, Product, Data, and Tech teams, you’ll translate strategy into action – launching retention, loyalty, upsell and cross-sell initiatives that deliver measurable results (churn reduction, NPS/CSAT improvement, revenue growth).
You’ll also lead an agile squad, driving delivery, performance tracking, and continuous improvement.
What we’re looking for:
- Strong experience in CVM / Retention / CRM / Base Management
- Telecoms, utilities, or subscription background
- Proven impact on churn, customer value, and lifecycle optimisation
- Commercial mindset with strong analytical and stakeholder skills
- Experience working in agile, cross-functional environments
What you'll be doing:
Own the Base Strategy & Roadmap
- Lead the end-to-end base management strategy, shaping a roadmap that drives long-term customer value, strengthens brand trust, and delivers growth across ARPU, tenure, and lifetime value.
Drive Delivery & Commercial Impact
- Turn strategy into action by leading data-driven retention, loyalty, and upsell initiatives, ensuring strong governance, clear prioritisation, and measurable results across churn, revenue, and customer satisfaction.
Lead Cross-Functional Collaboration
- Partner with teams across Commercial, Marketing, Product, Data, Tech and Operations to align priorities, remove friction, and deliver seamless, customer-first outcomes at pace.
Measure, Optimise & Improve
- Own performance tracking and impact assessment, using insights to evaluate initiatives, optimise outcomes, and continuously evolve base management strategy.
Champion Agile Ways of Working
- Lead an agile squad, driving planning, delivery, and continuous improvement to maximise team performance and ensure successful execution of key initiatives.
If you’re passionate about customer strategy, data-led decision making, and driving real commercial impact, we’d love to hear from you. Apply now.
