Senior Commercial Manager – Retention and Base Value
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Job title: Senior Commercial Manager – Retention and Base Value
Office location with Hybrid working: Hammersmith
About the role and the Team:
We are looking for a Senior Commercial Manager – Base to own and drive the performance of our existing customer base across both value and volume KPIs.
This role is accountable for churn reduction and base ARPU growth, leading the end-to-end strategy, execution, and performance of retention and value management initiatives.
The ideal candidate is a hands-on commercial leader
who combines strategic thinking with strong execution and thrives in a cross-functional, fast-paced environment with ownership.
What will you be doing?
Churn & Retention Ownership (Volume KPI)
- Own and deliver churn KPI targets, managing the full retention and save portfolio
- Define and execute proactive and reactive churn reduction strategies
- Lead the design and optimization of retention, save, and renewal journeys across all channels (telesales, digital, inbound)
- Identify key churn drivers and translate insights into actionable commercial initiatives
- Work closely with CX, Customer Service, and IT teams to address root causes impacting churn
Base ARPU Growth (Value KPI)
- Own and deliver base ARPU targets, balancing volume vs value trade-offs
- Develop and execute upsell, cross-sell, and price increase strategies
- Lead end-to-end price rise initiatives, from business case to execution with Tech & Product
- Continuously optimize offer structures and commercial levers to maximize customer lifetime value
Commercial Planning & Execution
- Own budget and forecasting for base-related KPIs (churn & ARPU)
Insight-Driven Decision Making
- Proactively identify growth and retention opportunities through data
- Work closely with Analytics to define key analyses and performance tracking frameworks
- Use insights to continuously refine commercial strategies and priorities
- Able to self-serve with an analytics tool for day-to-day analysis and reporting (Tableau knowledge as a plus)
Cross-functional Leadership
- Lead collaboration across Product, IT, Sales, CX, Marketing, and Finance
- Ensure alignment between commercial priorities and product/customer experience
- Act as the go-to commercial owner for base performance, influencing senior stakeholders
What we are looking for?:
- Previous experience in a commercial role with a focus on customer retention/ churn management/ base value management preferably within the telecommunications or broadband industry or any industry with subscription
- Bachelor's degree in Marketing, Business, or a related field
- Budgeting & forecasting
- Working in a fast-paced environment
- Strong commercial acumen and analytical skills
- CRM Tool Knowledge (Braze, Pega, Optimove etc) - DESIRABLE
Why work for us?
We are proud to have been recognized as the Which? Great Value Broadband Provider in March 2026. In 2023, we were voted Broadband Provider of the Year at the Uswitch Telecoms Awards by 20,000 customers and received the Fair Terms Gold Award.
Additionally, we have earned the Great Place to Work Certification
Going beyond the expected
Whatever we're doing – whether we're liaising with property professionals, delivering our network, or installing in a customer's home, going beyond the expected is the benchmark for everything we do. How we work is shaped by our three culture principles:
- We work smarter, together
- We stay focused
- We strive for excellence
Some of our key Benefits
- Competitive salary
- Global Remote working for up to 2 week per year for those who are able to work remotely
- 25 days' paid holiday increasing each year, to a max of 35
- Extra days off for your birthday, moving home, wedding/civil partnership and to volunteer
- Private medical Insurance provided by AXA health
- Life assurance giving you cover of 4 times your base salary
- Partnership with the Kings Trust
- Our pension scheme matches your contributions up to 4%
- Retail offers — discounts from hundreds of recognisable brands
- Free Hyperoptic broadband if you live in a Hyperoptic area
- Enhanced pay for new parents
We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.
What happens next?
- You apply
- We carefully review your application
- We'll get back to you — even if it's a no (for now