Senior Commercial Manager (In-Life)

Job title:

Senior Commercial Manager (In-Life)

Company

Cuckoo

Job description

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:As a Senior Commercial Manager (In-Life), you will play a pivotal role in leading base management, customer retention and growth initiatives for Cuckoo. You will be at the heart of executing our base growth strategy, driving the customer renewals process, x-sell and up-sell campaigns, and enhancing customer ARPU (Average Revenue Per User). You will lead our Retention squad, as well as heading-up initiatives to expand existing customer value and loyalty. We’re looking for someone with exceptional knowledge of all facets of customer base management across a large subscription business, and a track record of successfully driving retention. The role will require some who has a passion for using segmentation and long-term performance data to inform future plans.What you’ll do:

• Strategy & Execution: Create and implement the retention strategy, plan key actions and work with teams across the company to ensure successful execution.
• Pricing & Value Management: Manage the pricing strategy to maximize customer retention and lifetime value (LTV) as Cuckoo’s customer base grows.
• Revenue & ARPU Growth: Develop and execute plans to increase customer revenue and ARPU by offering attractive growth propositions, pricing strategies and effective cross-sell and up-sell opportunities.
• Cross-Functional Leadership: Lead teams from Product, Acquisition, Delivery, Digital and Customer Experience to develop and launch offers, services and propositions that address customer needs while driving value.
• Market Insights & Growth Opportunities: Use customer data, market trends and competitor analysis to find opportunities for growth and create targeted offers.
• Retention Offer Design: Work with the Customer Experience team to create retention offers that align with Cuckoo’s values and improve retention performance.
• Customer Loyalty & Satisfaction: Lead efforts to improve customer loyalty, satisfaction, and lifetime value through customer-focused initiatives.
• Churn Reduction: Develop and implement offers that reduce churn and increase retention, using data and customer insights to inform decisions.
• Performance Tracking: Monitor key metrics such as revenue, ARPU, customer satisfaction, churn and provide insights and recommendations for improvement.
• Industry Trends & Innovation: Stay updated on industry changes, new regulations and emerging technologies to keep Cuckoo competitive.

You should apply if you have:

• Ample experience in Commercial Management, Product Management, or Marketing roles within the telecommunications industry.

• Familiarity with customer lifetime value and the available levers to grow this.

• A great 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.

• Great 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.

Life inside the nest:

• Annual salary of circa £70,000
• 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

Cuckoo’s commitment to inclusive hiring:
One of our Cuckoo values is ‘We are different’. And we really mean that. We’re a diverse bunch, with loads of different backgrounds, experiences, skills and perspectives. And all this makes us strong and better as a team. So, if you’ve got something different to bring to our flock – whether you’ve picked up skills in unexpected places, or you approach challenges in a way that others don’t – we’d love you to apply.Can you see yourself working with us? Apply now!
We want all candidates to have every opportunity to shine and show us your talents, please let us know if there is anything we can do to make sure our assessment process works for you.

Expected salary

£70000 per year

Location

United Kingdom

Job date

Thu, 13 Mar 2025 02:54:56 GMT

To help us track our recruitment effort, please indicate in your email/cover letter where (hiring-jobs.com) you saw this job posting.