Overview

We’re looking for a strategic and data-driven Senior Base, Retention & 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 P&L performance related to retention and loyalty initiatives.

Skills & 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 P&L 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 working
• Encourage 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 TV
• Wellbeing and recognition schemes
• Offer a range of discounts on shopping

On 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 too