At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Head Of/Senior Customer Retention Manager

Location: London, The Speechmark, Southwark (Full-time remote working during COVID-19)
Salary:  Competitive + Excellent benefits
Hours:   Monday  - Friday (37.5 hours) 

Safety Notice: To ensure candidate and employee safety, we are continuing with our virtual hiring and onboarding processes until further notice.

Be a part of Vodafone UK Consumer where digital is at the forefront of everything we do. From the way we interact with our customers, to how we communicate in our campaigns and create data-driven propositions.

What will you be doing? 

 
The Retention team sits at the heart of the Consumer Business Unit and is accountable for managing customer retention across Pay Monthly mobile, Pay as you Go mobile, VOXI and Home Broadband.  The team sets the strategy and leads all associated actions, including forecasting & budgeting, defining commercial policies, proposing and driving delivery of actions to reduce churn, drive enrichment and drive digital mix.  The team also develops and executes proactive retention campaigns and digital personalisation activity to drive customers to upgrade.

This is a high-profile role which has a significant impact on the Vodafone Consumer P&L.  We’re looking for an exceptional leader who can shape and drive the agenda for customer retention, leading the retention team and influencing the wider organisation to support the goals of market leading churn, enrichment and digital mix.   This role also shapes the strategy for device upgrades to support our handset vendor and device lifecycle replacement goals

Who are we looking for?  

 
•    Excellent commercial acumen and numeric skills - highly analytical and able to very quickly derive insight from channel and commercial data
•    Very strong influencing and engagement skills to effectively sell proposals to SLT & Channel Heads
•    Collaborative style with the ability to bring people together.
•    Experience of working in a very fast-paced commercial delivery environment. 
•    Experience of P&L management, balancing volume and value KPIs
•    Experience of developing & executing effective personalised 121 customer retention marketing activity
•    Proven ability to lead cross-functional teams in an agile environment

What’s in it for you?

An excellent remuneration and bonus package with 28 days holiday entitlement, in addition to bank holidays and paid leave for charity projects. We offer an extensive and flexible benefits package that can be tailored to suit you and your family. We’re proud to provide a Reconnect programme with flexibility for individuals returning to work after a career break. From our market-leading parental leave policies through to employee discounts, retail vouchers, pension plan and share schemes we are committed to supporting you throughout your career with Vodafone.

Together we can 

Vodafone UK are regulated by the Financial Conduct Authority and all offers of employment for this role are subject to background checks, including criminal (DBS) and financial checks to meet the regulators standards.

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

Apply now »