Senior Commercial Manager (CLM Retention)

Overview

We’re looking for a strategic and data-driven Senior Base, Retention and Loyalty Manager to lead our efforts in driving customer value, reducing churn, and building long-term loyalty across the TalkTalk Consumer base. This role sits within the Commercial team and plays a critical part in shaping and executing our customer lifecycle strategy.You’ll be responsible for managing base performance, developing retention and loyalty initiatives, and ensuring that all customer-facing activity is prioritised and aligned across the business. You’ll work cross-functionally with teams including Data, Marketing Comms, Product, and Regulatory, and will be a key voice in senior and board-level conversations.Responsibilities

Own and drive the

base lifecycle strategy , including cohort management and churn prevention.Lead the development and execution of

data-led retention and loyalty campaigns , working closely with the Marketing Comms team.Collaborate with Data Engineering and Reporting teams to ensure accurate and timely trading volume and value reporting, especially as we transition to

Kraken .Partner with stakeholders across the business to

prioritise base-related activities , including regulatory communications and commercial initiatives.Define and deliver strategies that

grow customer lifetime value (CLV)

and reduce churn across both base and acquisition segments.Ensure strong

collaboration and momentum

across teams, including setting up regular working sessions and governance.Present insights, strategies, and performance updates to

senior leadership and board-level stakeholders .Utilise platforms such as

Pega, Braze, or similar

to build and optimise customer journeys.Manage and influence

PandL performance

related to retention and loyalty initiatives.Skills and Experience Required

Proven experience in

base lifecycle management , retention, and loyalty strategy.Strong track record of

driving value growth and reducing churn

through innovative and data-led approaches.Deep understanding of

customer segmentation, cohort analysis , and lifecycle marketing.Experience working in a

matrix organisation , with strong stakeholder management and influencing skills.Excellent communication and

presentation skills , with the ability to engage and influence at all levels.Hands-on experience with

customer engagement platforms

(e.g., Pega, Braze).Commercial acumen with

PandL ownership or contribution experience .Ability to translate data into actionable insights and build compelling business cases.The Benefits

We understand the importance of recognising and rewarding our colleagues. In addition to your base salary, you will be provided with a company bonus/commission, pension scheme, private healthcare cover, income protection and life assurance.We also:-Embrace flexible workingEncourage you to participate in a development programme that will be led by you, supported by your line manager and backed by the business.Offer free TalkTalk broadband and TVWellbeing and recognition schemesOffer a range of discounts on shoppingOn top of all this, you get to choose your benefits flexibly around what works best for you!Be Yourself. Make an Impact. Join Us.As a recognised Top 50 Inclusive Employer in the UK, we believe that diversity fuels innovation and success. We’re committed to building a workplace that reflects the communities and customers we serve. At TalkTalk, inclusion is part of our DNA – we’re all 100% human, and we’ve created a culture where you can truly be yourself.We’re not your traditional 9-5. We’re a dynamic, flexible workplace, and we’re excited to hear how you like to work. Whether you thrive in collaboration, focus better at home, or prefer a bit of both – let’s make it work.What We Offer

Flexible hybrid working – with a minimum of 50% office presence to support teamwork and connection

Collaborative office spaces designed for creative thinking and innovation

Free on-site parking at our offices

Generous holiday package – 25 days annual leave, 3 wellbeing days, and your birthday off (plus the option to buy up to 10 more days!)

Private healthcare for all employees

Competitive pension scheme and performance-related bonus opportunities

Free broadband for all employees

Life event gifts – celebrating milestones like marriages and births

Inclusive employee networks – open to all, supporting peer connection and thought-provoking conversations

Salary sacrifice scheme – save on dental, gym, and more

Big retail and leisure discounts

3 paid volunteering days a year – because making a difference matters to us ..... full job details .....