PAY Monthly Base Manager

Wiltshire  ‐ Onsite
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Keywords

Description

Senior Pay Monthly Base Manager
Trowbridge with travel to London
£400 per day

My client a leading broadband and television service provider are currently seeking a Senior Pay Monthly Base Manager. Responsibilities will include managing Real Time churn performance and developing/delivering changes to improve churn performance with the next 12 months a significant focus.
There are two key components within this role:

1. Pay Monthly In-Life Base Management and Communications:
The successful candidate is responsible for managing PAYM churn performance on daily basis and ensuring the Mobile operation is able to achieve churn and revenue targets through the correct Retention activity. This includes ensuring the correct and relevant offers are available within Retention Teams, identifying opportunities within new channels to improve churn, researching churn reasons and implementing propositions/solutions to improve performance, working with the Base Communications Team to deliver campaigns that support the correct 'End of Life' activity. It is the responsibility of this candidate to ensure the retentions activity is optimising budget regarding spend on handset upgrades and loyalty rewards. There will also be regular interaction with the Operational Retention Teams and senior stakeholder management in this area is a key aspect of the role.

The role will include

- Achieving monthly churn targets
- Achieving monthly revenue and margin targets
- Managing the investment rules for existing customers to optimise investment in retaining customers.
- Working with Marketing and Research teams to develop churn reducing initiatives
- Working with Call Centres, Retail and Online channels with develop the Retention customer experience and Save opportunity.

2. Proposition and Base Management:
The role will also have responsibility for delivery of Retention specific propositions and supporting the wider business propositions as the Retention expert. This will involve working closely with the wider teams and setting direction for delivery of propositions and products within the Mobile Team.

Responsible & accountable for the Pay Monthly Base performance.

Metrics include:
Product cash flow
Base Volumes including churn performance on PAY Monthly base
Base ARPU average achieved through the year
Base AMPU average achieved through the year
Product costs (equipment/service)
Customer satisfaction results
Track weekly, monthly performance and provide reports to Senior Teams

Required experience
Experience of managing Retention teams
Experience of managing investment value in a customer base and optimising retention spend
Experience of line management
Experience of leading x-functional teams to deliver departments KPIs
Experience in developing, creating and supporting mobile propositions
Extensive proven track record of delivery against commercial KPI's, highly numerate alongside creative flair re ideas generation and delivery.
Experience of working closely with customer contact teams.

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Start date
ASAP
From
Hays Resource Management - HRM Choice
Published at
21.02.2013
Project ID:
493368
Contract type
Freelance
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