Commercial Manager - Base Value Management

London - West

Location: Hammersmith


Role Purpose

Working within the wider Mobile Trading Team, this base value management role is vital in ensuring we meet our financial objectives in mobile. Our Customer Base is our biggest financial asset and is at the very core of our revenue and OCF targets. The objective of this role is to maximise the revenue and OCF of our customer base, ensuring our customers remain profitable. Following the signing of our new commercial agreement with BT and our recent 4G launch you’ll be responsible for creating the new migration, upsell and cost management strategy for the customer base. You’ll also be responsible for ensuring customers are on the right package for them and maximise the use of value added services to keep them happy and increase their tenure.

Key Accountabilities

*Ensuring we are monitoring base performance on an array of metrics (volume, revenue, OCF, MRC, ARPU, AMPU etc.) and working with the rest of the mobile team to take corrective action and deliver continued growth
*Create a Base Management Framework that will allow you to target customers to optimise in-live movements including upsell and prevention of downspin
*Monitor and interpret customer behaviour to ensure the base remains profitable by looking for opportunities to optimise customer usage or behaviour - exploring new ways to draw out key insights
*Identify unprofitable customers and explore opportunities to monetise their current behaviours
*Delivering a successful tariff upsell and cross-sell strategy
*Analysing the E2E customer experience and identifying key areas to drive improvement to support increased spend and tenure
*Ensure all base migrations maximise the opportunity for an upgrade or re-contract in every instance
*Key support on price rise campaigns
*Assessing opportunity to reduce ongoing credits and one off credit spend on customer accounts
*Run right size campaigns to reduce customer bill shock and drive loyalty
*Define execute and review all mobile tariff and handset pricing for existing customers, in line with our overall commercial plans

Essential Knowledge, Experience and Skills

*An attitude that reflects Virgin Media’s culture and promotes creativity, optimism, zest and considered risk taking to deliver simple and credible solutions
*Outstanding stakeholder management skills showing empathy, approachability and a fair considered approach when dealing with colleges
*A strong team player mentality with an ability to build and maintain open and honest communication at all levels
*Strong analytical ability and able to take data and turn it into an actionable insight
*Strong commercial acumen and detailed understanding of the industry and key issues affecting the business
*Adept at operating in ambiguity and stepping outside the status quo and often the role profile
*Can see beyond the task and engage people around a strategy, creating an energising and rewarding environment to work in
*Use judgement to make timely and sound decisions regarding highly complex and broad scope issues as they relate to both people and the business
*Able to lead and take ownership of tasks through delegation and constructively managing conflicting priorities under pressure, while maintaining a professional and positive manner
*Able to communicate effectively to all levels of the business using the appropriate media - strong presentation skills
*Commitment to self-development.
Required qualifications/experience
*Degree level education or equivalent (not a firm requirement)
*A strong understanding of a commercial environment and basic understanding of finance and an ability to create business cases
*Telecommunications background (not a firm requirement)
*Track record of analysing data and actioning insight to create desirable outcomes
*Strong Excel skills

Nature of Work

*Required to influence upwards and across the business.
*Deliver key outcomes driven by insight and analysis
*Facilitate decision by presenting commercial insight, current performance, impacts on targets and business cases
*Identify new opportunities in all areas of the roles focus
Key Interfaces
*This role is provided cross functional exposure on a strategic, financial and operational basis
*Key internal relationships: Acquisition, Marketing, GTM, Finance, Proposition team, Product teams, Customer Insight, Marketing analytics, Operational teams, Technical Delivery, Sales Channels