Senior Manager, Base Management

About the role

TalkTalk is looking for a data‑driven Senior Manager to own the Base Management function, protecting and growing the existing customer portfolio. You will lead the design and delivery of retention, churn‑prevention and lifecycle optimisation initiatives across broadband, voice, TV and value‑added services.

Key responsibilities

• Define and maintain TalkTalk’s base management strategy and roadmap aligned with business objectives.
• Identify and deliver opportunities to increase ARPU, tenure and lifetime value.
• Translate commercial strategy into executable plans for churn reduction, cross‑sell, upsell and out‑of‑contract management.
• Provide governance, risk mitigation and prioritisation across Commercial, Marketing, Operations, Finance, Technology and Customer functions.
• Drive cross‑functional collaboration with squads covering Communications, Product, Data, Technology and Finance.
• Measure and report business impact, including retention uplift, ARPU growth, cost reduction and NPS/CSAT improvements.

Required profile

• Proven experience leading large‑scale, data‑focused customer retention programmes.
• Strong analytical mindset with the ability to turn insights into actionable plans.
• Excellent stakeholder management and communication skills across senior leadership.
• Ability to prioritise high‑impact projects and resolve conflicts in a fast‑moving environment.

Required skills