Head of Mobile Trading

London - West

Location: Hammersmith


Head of Mobile Trading

Hammersmith, London W6 8BS

Role Purpose

To lead the commercial performance of Virgin Mobile within Virgin Media with accountability for trading performance across acquisition, base and retention. Responsible for delivering revenue, OCF and net-gain results in line with budget and long range plan.

Main responsibilities
* Responsible for achieving Mobile P&L budget with a focus on revenue and OCF through sustainable customer and ARPU growth. Virgin Mobile revenues exceed £600m on a base of over 3m customers.
* Accountable for volume and quality of new connections across PAYM and PAYG. Define pricing and promotions based on budget, market trends and intra-month performance. Required to balance ARPU, AMPU and volume with considerations of impact on churn based on quality of connection.
* Responsible for Virgin Mobile retention performance including churn volume, upgrade volume and revenue/margin change in the base due to customer movements. Identify risks and opportunities to reduce churn and increase upgrades with both short and longer term initiatives.
* Lead base management activity with responsibility for up-sell, x-sell, re-contracting and product migrations. Identify how to optimise OCF through activity that either increases revenue or improves lifetime value through future churn reduction. Consider impact on base revenues when defining tariffs and pricing - including both risks from downspin and opportunity from BTL base offers.
* Work closely with product and proposition teams to inform the development of products/propositions and ensure migration of new ideas into ‘BAU’ is smooth and effective.
* Collaborate with Device and Portfolio Management team to ensure device plans align with acquisition and base plans. Identify activities that can support Device Management team with negotiations to allow for improved pricing e.g. base profiling, channel commissions, marketing coverage.
* Sign-off all marketing activity with ultimate commercial ownership for acquisition and base plans. Ensure all marketing activity is correct, consistent and supports achieving acquisition and base targets.
* Manage channel communications and inform/sign off commissions/incentives. Provide input to allow Sales and Retention channels to tailor agent programmes to meet business targets and optimise approach. Proactively identify opportunities for further volumes and work with Finance teams to business case and confirm funding.
* Working with Insight and Proposition Teams, identify competitor approach/offers both in UK and outside to find solutions to enhance pricing, propositions and approach to Sales/Retention.
* Inform proposition and strategy developments across Mobile and Cable business to ensure any new developments for Mobile or Converged propositions will translate into commercial growth.
* Lead quarterly planning with focus on aligning the ‘virtual Mobile team’ across all Trading activity and implementation of new propositions. Ensure pricing, promotions, devices and new propositions are all consistently executed across all teams/channels (including any PR and internal comms activity).
* Lead in defining budget volumes and mix with the sales and marketing channels. Challenge volumes to ensure confidence in performance and work with Finance to flow through performance into official VM forecasts/budgets.
* Responsible for line management of Senior Commercial Managers for Acquisition and Retention. Managerial skills required to ensure engaged and effective team is in place with clearly defined roles and responsibilities

Required competencies and behaviours
* Demonstrable leadership qualities that reflect Virgin Media’s culture and promotes bravery, simplified solutions, optimism, zest, risk taking and connection across team, department and business
* Empathetic, approachable, and fair in dealings with colleagues at all levels - demonstrates a strong team mentality and able to build and maintain open and honest communication at all levels
* Extremely strong commercial acumen and detailed understanding of the industry and key issues affecting our business
* Adept at operating in ambiguity and stepping outside the status quo with bold and original ideas that create growth
* Ability to see beyond the task to the overall purpose and engage people around a strategy, creating an energising and rewarding environment to work in
* Ability to exercise judgment to make timely and sound decisions regarding highly complex and broad scope issues as they relate to both people and the business
* Ability to lead and take responsibility and ownership of matters: delegating, constructively managing conflicting priorities under pressure, and maintaining a professional and positive manner to enable teams to deliver results
* Tenacity in delivering results and driving projects to completion
* Commitment to self-development

Required qualifications and experience
* Proven track record of P&L responsibility and working to stretching growth targets
* Extensive experience of management in a commercial environment
* Experience of line management at a senior level with multiple direct reports
* Experience of working closely with Finance, Marketing and Sales Teams
* Expert understanding of telecoms market and growth of convergence with fixed line/broadband

We’re a great place to work - and we offer impressive benefits too! You will get a generous holiday allowance, contributory pension, performance related bonus and, of course, discounts across Virgin Media products ad Virgin brands!

We embody the principles of what it is like to be part of the Virgin family. We are a collaborative bunch, and like to be a place where ideas and new ways of working can be forged.
Come and be a part of something special. Join us!